Using Delone & McLean Information System Success Model to Evaluate the Success of Online Platform
Year: 2021
Type: article
Study design: Observational Study
Abstract: The platform that functions as a place for buying and selling online voucher reservations for tours owned by PT XYZ is used by tourists and product and service owners to transact with each other with the efficiency and effectiveness offered by the platform.There is a problem with this platform which causes the platform owner to get several complaints from its users about users, namely tourists who have purchased the tour voucher, but when the location has run out of places or products and services that have been purchased due to collisions with users from competitors whose orders will not be integrated to the PT XYZ's system or there are non-technical problems at these tourist sites that require tourists not to be able to use the vouchers, and as far as the platform is implemented, there has never been a measurement of what factors affect the successful implementation of the platform to see the success of its implementation.This study uses variables from the success of Delone and McLean's Information Systems, namely information quality, system quality, service quality, usage, user satisfaction, net benefits, and added with external variables, namely trust based on the modified research of Delone and McLean's model.This study was tested with a structural equation model -partial least square with SmartPLS 3 software.Online questionnaires were distributed to a total sample of 262 respondents via Google Form.This study concludes that 9 out of 10 hypotheses are considered proven and system quality, information quality, and service quality are three constructs that are proven to directly affect net use and benefits, and use is strongly influenced by information quality, service quality, and trust.
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4247130528