Quality Dimensions of the DeLone-McLean Model to Measure User Satisfaction: An Empirical Test on the Information Security Context

Abstract

User satisfaction is the most widely measure used to assess information system success in Delone-McLean model. Using quality dimensions as antecedents to user satisfaction, this model is largely accepted in the information systems field. However, there are some contexts and relationships among variables that still unexplored in this model. In this sense, we proposed empirically measure user satisfaction using the quality dimensions of the Delone-McLean model on the information security context, and test the relationship among quality variables and user satisfaction variable. To do that, we performed a survey with 176 information system users about their satisfaction with information security practices. The results demonstrated that the information quality was positive associated with user satisfaction, the system quality was negative associated with user satisfaction, and the service quality was not associated with user satisfaction. The quality variables relationship presented positive relationship among them, unless when information quality pointed to service quality.

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