Evaluating the success of a mobile self-service application using the DeLone and McLean model

Yongama Kendle · Baldreck Chipangura

6 citations0/0 files storedSouth African journal of information management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Background: This study was initiated by the fact that numerous mobile(m)-commerce applications for streamlining customer self-services remain unused on Application (App) stores or that they are briefly used and abandoned by the users. Unused applications can be considered as failed by customers; therefore, there is a need to understand how customers perceive m-commerce applications as successful. Objectives: To investigate the factors that inform how customers perceive m-commerce applications for streamlining self-services as successful. Method: Data were collected from customers of an m-commerce application for a telecommunication company in South Africa. An online survey constructed from the DeLone and McLean Information Systems Success model was used to collect data from a randomly selected sample of customers extracted from the telecommunication database. A total of 161 usable responses were received and quantitatively analysed. In total, nine hypotheses were tested to evaluate the success of the m-commerce application using the partial least-squares structural equation modelling (PLS-SEM) analysis. Results: The nine hypotheses were significant, indicating that the telecommunication m-commerce application can be viewed as successful. The results confirmed that system quality (SQ), information quality (IQ), service quality (SVQ), system use (SU), and user satisfaction (US) were factors that inform the successful deployment of an m-commerce application in this study. Conclusion: Successful m-commerce applications are essential to improve customer acceptance and use of m-commerce applications. Contribution: The study identified factors that are perceived as valuable by the customer, which service providers should implement to provide successful m-commerce applications.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 6 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Research Methods for Business Students 1994Competing paradigms in qualitative research.2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update 2022Partial Least Squares Structural Equation Modeling (PLS-SEM) in second language and education research: Guidelines using an applied example 2008Measuring information systems success: models, dimensions, measures, and interrelationships 2004Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model 2019Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use and social influence

Cited by

2025Factors Influencing EFL College Students’ Continuance Intention in Online Learning: The Mediating Roles of Trust and Flow Experience

Imported from OpenAlex (CC0) — nothing here is generated.