An extended information system success model for mobile learning usage in Saudi Arabia universities

The emergence of 4G networks allows m-learning to be attractive for educational systems. Mobile devices have the potential to enhance accessibility and efficiency distribution of educational materials and information. Developing countries, especially in the Middle East, lag behind as they face difficulties in the adoption and use of m-learning. Previous researches stated that the studies in the success of m-learning are still insufficient in developing countries, particularly in Saudi Arabia where the number of students involved in m-learning also constitutes low percentages. Nine factors that influence the success of m-learning are incorporated and evaluated into a research model. A quantitative approach was used, where questionnaires were sent to three universities in KSA. The contributing factors and the relationships between them were evaluated using a Structural Equation Modelling technique. The research revealed that information quality, user satisfaction (US), trust in technology, attitude, organisation support, trust in organisation, and the net benefits of m-learning positively influence m-learning usage. In addition, the results confirmed that user satisfaction is positively affected by system quality (SEQ), service quality (SQ), and net benefits (NB) of using (U) the system. The results also showed that there is a significant relationship between NB and US for m-learning technology. This study extends the previous research by providing a conceptual model for the successful execution of m-learning services in universities. This mediating effect of US explains the impact of independent variables (IQ, SEQ, SQ) on U. It also examined the mediating effect of U in explaining the influence of US on the NB using m-learning services. The findings of this study are valuable as input for the Ministry of Higher Education and practitioners concerned with successful m-learning services. This study constructed a new model to enhance the mobile learning usage among students in universities

Case management system (CMS): an evaluation among users

Investments made in a new information system can help employees to improve their daily task and increase productivity. It can also lead to disastrous result if not managed well. Inland Revenue Board of Malaysia (IRBM) has invested in developing Case Management System (CMS) to help the auditors in managing their audit case files and reports online. CMS is a mandatory system that the auditors needed to use even though they have some reservations about it. This study, therefore, aimed to assess the success factors of CMS in IRBM from the auditors or the individual users‟ point of view. The DeLone and McLean Information System Success Model (D&M ISSM) was used to determine the relationship between its six constructs, namely, system quality, service quality, information quality, use, user satisfaction, and net benefit. Three hundred and thirty-eight (338) questionnaires were distributed online, and 105 responded. The respondents were officers from the desk audit, field audit, profiling, Monthly Tax Deduction (PCB) audit and investigation branches. The results indicated that only information quality influenced system use. System quality and service quality were, however, not significant. In addition to that, service quality and use influenced user satisfaction. Use and user satisfaction were also found to positively influence net benefit of CMS. The findings show that the auditors of IRBM care more in the quality of information provided by CMS and the service quality received from the CMS Help-Desk. Hence, IRBM should pay more attention to enhance features, such as information quality and service quality, when upgrading or developing a system that is mandatory for the users or has similar features as CMS. Extra attention to both features will help the system to attain success as described by the net benefits of CMS

An empirical investigation of information systems success. An analysis of the factors affecting banking information systems success in Egypt.

Information technology (IT) plays an important role in contemporary organisations and this role continues to expand in scope and complexity and affects business operations dramatically. Advances in the IT industry have caused major changes in every industry sector. The banking industry is no exception and it has undergone a dramatic change over the past few decades. With the coming of the information age, IS investments are becoming increasingly important to banks` survival, growth and prosperity. IS managers are under increasing pressure to justify the value and contribution of IS expenditure to the productivity, quality and competitiveness of the organisation. This study aims to propose a model which investigates the success of information systems in the banking industry in order to help bank managers to evaluate the success of their IS, to be able to develop these systems and to improve the performance of bank managers and employees. Given that the ultimate dependent variable for this research is individual impacts, DeLone and McLean (2003) updated IS success model is leveraged and extended in this research. The study proposes a research model which is guided by the decision to select a suitable number of key potential demographic and situational variables, in addition to the adoption of DeLone and McLean (2003) updated model. This model proposes that a variety of factors were found to affect IS success in general, however, from the socio-technical viewpoint, IS success should capture both technological and human elements. Therefore, an effective Banking Information System (BIS) typically requires an appropriate combination of both. As such, Thus, the technological dimensions (i.e. system, service and information quality) and the human dimensions (e.g. user satisfaction, perceived system benefits, user involvement, user training, age, education and system use) can be a good starting point when considering suitable constructs for measuring BIS success. The research methodology of this study involved interviews with BIS practitioners and professionals to shape and refine the research model. Further, questionnaire survey was employed to collect data from bank managers in Egyptian banks. Structural Equation Modelling (SEM) using Partial Least Square (PLS) was used to test the research model. Three research models were proposed according to age groups and initial results from PLS analysis reported different results in each research model. Findings indicated that system, information and service quality, level of training, age, length of system use, user involvement and top management support were the main predictors (success constructs) of user satisfaction and individual impacts in the three proposed research models. However, the relationships between these constructs varied according to each age group of managers. The study offers important academic and practical contributions. Firstly, as a contribution to research, the study serves to extend the DeLone and McLean (2003) IS success model by introducing some key human and situational dimensions and confirming certain links in that model with the context of banking industry. The contribution to practice is especially relevant for bank CIOs, software designers and developers looking for ways to improve BIS developments by providing them with directions regarding the BIS success dimensions that should be considered to encourage bank managers to adopt and be more satisfied with BIS which in turn influence their job performance.Egyptian Higher Education Ministr

Applying the IS success model to mobile banking apps

Mobile banking applications (apps) are the latest technology to be offered by the retail banking sector. However, little research has been done to understand the adoption of this technology. Building on the DeLone and McLean IS Success Model, this study investigates the impacts of banking app quality (i.e., information quality, system quality, and service quality) on satisfaction, perceived innovativeness, and intention to continue using. System quality and information quality were found to be multidimensional structures with the user interface, response time, and security contributing significantly to system quality while understandability and completeness contributed significantly to information quality. The findings suggest that system quality significantly impacts perceived innovativeness while information quality significantly influences satisfaction. Both perceived innovativeness and user satisfaction significantly affect intention to continue using banking apps. Perceived innovativeness also has an indirect impact, through satisfaction, on intention to continue using

Understanding the individual performance of m-banking

A thesis submitted in partial fulfillment of the requirements for the degree of Doctor in Information Management, specialization in Information and Decision SystemsOs avanços significativos em tecnologias e dispositivos móveis tornaram o m-banking importante para o comércio móvel e serviços financeiros. Apesar de ter sido desenvolvida muita investigação neste campo, a maior parte da literatura académica existente centra-se na adoção de m-banking, em vez de avaliar o seu impacto sobre o desempenho individual (eficiência e eficácia da execução de tarefas bancárias) na fase da pós-adoção. Esta dissertação preenche esta lacuna na literatura através da análise do desempenho individual. O modelo conceptual é suportado pela teoria do alinhamento da tecnologia e tarefa (TTF) e o modelo de sucesso em sistemas de informação de DeLone e McLean para avaliar o desempenho individual no m-banking ao nível do contexto individual. A dissertação pretende contribuir para uma melhor compreensão do m-banking e do desemprenho individual na fase da pós-adoção. Para atingir esse objetivo foram desenvolvidos 4 estudos empíricos. No 2º capítulo apresentamos a revisão da literatura do m-banking e performance individual. Este capítulo abarca um conjunto de conhecimento alargado e relevante que servirá para apresentar o que foi analisado e quais as lacunas identificadas. A revisão da literatura indica que os temas de adoção do m-banking e intenção comportamental dominam a maioria dos estudos realizados, não tendo sido encontrado nenhum estudo sobre a pós-adoção e uso. Para além disso, os dois fatores mais significativos de intenções para adotar m-banking são: a facilidade de uso percebido e a utilidade percecionada. Considerando as várias definições m-banking e as mudanças tecnológicas ao longo do tempo, propomos uma nova e mais ampla definição. No 3º capítulo testou-se empiricamente, em Portugal, o modelo do TTF para estudar os fatores determinantes do m-banking para o desempenho individual com o objetivo de avaliar se existem diferenças de idade ou gênero. Os resultados revelam que TTF e uso são precedentes importantes do desempenho individual. Encontramos diferenças estatisticamente significativas no percurso TTF e uso para o impacto no desempenho para a subamostra de idade, e diferenças estatisticamente não significativas na subamostra de gênero. No 4º capítulo combinamos a teoria do TTF e o modelo de sucesso em sistemas de informação de DeLone e McLean para avaliar o desempenho individual no m-banking. O estudo empírico foi desenvolvido com base numa amostra de 233 observações. Os resultados revelam que o uso e satisfação são vetores importantes do desempenho individual. A qualidade do sistema, a qualidade da informação e a qualidade de serviço afetam a satisfação dos utilizadores do m-banking. No 5º capítulo, demonstramos empiricamente a importância de incluir variáveis culturais na análise da relação com o desempenho individual. O desempenho individual pode tornar-se uma fonte de retenção e captação de potenciais utilizadores do serviço de m-banking. Neste capítulo aplicamos o modelo de DeLone e McLean e duas dimensões de cultura de Hall, alto-baixo contexto e perceção do tempo monocromático e policromático. Compreendendo o efeito da cultura no desempenho individual, poderemos fornecer contributos importantes para os fornecedores de serviço de m-banking, no âmbito do desenvolvimento de estratégias que levem os utilizadores a continuar satisfeitos com o serviço bem como fomentar a utilização continuada do serviço. Neste estudo empírico, concluímos que a qualidade do sistema, a qualidade da informação e a qualidade de serviço afetam a satisfação dos utilizadores de m-banking, que por sua vez determina a utilização continuada e o desempenho individual do serviço. Demonstramos a importância da perceção do tempo na execução de tarefas bancárias no âmbito do uso e satisfação e a sua influência no desempenho individual. No 6º capítulo, investigamos a influência da cultura no uso e desempenho individual, combinando o modelo TTF com duas dimensões culturais de Hofstede: aversão à incerteza e o individualismo. O estudo empírico foi desenvolvido com base numa amostra de 204 observações. Os resultados do estudo revelam que o individualismo modera a relação entre o TTF e o uso, e a aversão à incerteza modera a relação entre o TTF e o desempenho individual. Os outros construtos que representam o núcleo do modelo de TTF continuam a explicar empiricamente o TTF, o uso e o desempenho individual. São sugeridas estratégias baseadas nestes fatores aos gestores de m-banking com vista a captação e retenção de utilizadores. Em termos epistemológicos, nesta dissertação, adotámos uma postura característica do positivismo. No que diz respeito às metodologias de investigação utilizamos o método dedutivo. A teoria do contextualismo esteve assente no modelo de investigação proposto.Fast advances in mobile technologies and devices have made m-banking increasingly important in mobile commerce and financial services. Although much research has been developed in this field, most of the academic literature until now has focused on m-banking adoption rather than on assessing the impact on individual performance in the post-adoption phase. This dissertation fills this gap in the literature through the analysis of the individual performance. The task-technology fit (TTF) theory and the DeLone & McLean IS Success model ground the current research’s conceptual model for assessing the m-banking individual performance at individual level. With this dissertation we contribute to a better understanding of the m-banking and individual performance in the post-adoption stage. To this end we developed four empirical studies. In Chapter 2 is a review of literature of m-banking and individual performance. This chapter assembles this diverse body of knowledge into a coherent whole. The present review indicates that the topics of m-banking adoption and behavioural intention dominate the majority of research, but finds no studies on post-adoption and use stage. Moreover, the two most significant drivers of intentions to adopt m-banking are perceived ease of use and perceived usefulness. Considering several m-banking definitions and the technological changes over time, we propose a new, broader definition. In Chapter 3 we empirically tested in Portugal the task-technology fit (TTF) model to study the determinants of m-banking for individual performance and to discover if there are any age or gender differences. The results reveal that TTF and use ii are important precedents of individual performance. We found statistically significant differences in path TTF and use to performance impact for the age subsample, and not statistically significant differences for the gender subsample. In Chapter 4 we propose a model combining the TTF model and DeLone & McLean IS success model to evaluate the impact of m-banking on individual performance. The empirical approach is based on an online survey questionnaire of 233 individuals. The results reveal that usage and user satisfaction are important precedents of individual performance, and the importance of the moderate effects of TTF over usage to individual performance. The system quality, information quality, and service quality positively affect user satisfaction. In Chapter 5 we show the relevance of the relationship between culture and individual performance in the m-banking context. The individual performance (efficiency and effectiveness of performing banking tasks) becomes a source of retention and attraction of potential adopters of m-banking service. We apply the DeLone & McLean IS success model and two of Hall’s cross-cultural dimension scales of high-low context and monochromic-polychronic time perception. Understanding the importance of the culture effects on individual performance can positively influence service providers, so as to develop strategies that lead to continued use and user satisfaction of the service. We find that system quality, information quality, and service quality play important roles in user satisfaction, and influence its use and individual performance. Additionally, we test the relevance of the moderating effect of time perception over the use and user satisfaction to individual performance. In Chapter 6 we show evidence on the influence of culture on m-banking use and individual performance, using a combination of the task-technology fit model and iii two of Hofstede’s cross-cultural dimension scales: uncertainty avoidance and individualism. Based on a sample of 204 m-banking users, we show that individualism moderates the relationship between TTF and use, and uncertainty avoidance moderates the relationship between TTF and individual performance. The remaining constructs, which represent the core of the TTF model, can still empirically explain the TTF, use, and individual performance of m-banking. Strategies grounded in these factors are suggested for m-banking service providers to better attract and retain users. In this dissertation, in epistemological terms, we adopted a posture characteristic of positivism. With regard to research methodologies we used the deductive method. The contextualist theory was applied to organize our proposed research model

Information systems' effectiveness and organisational performance

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.For many years researchers have been troubled with the evaluation of Information Systems (IS) concluding to a lack of understanding as to the time, methods and tools for measuring the impact of IS on organisational performance. Motivated by this lacuna in the literature, this thesis explored the relationship between Information Systems’ Effectiveness and Organisational Performance. The theoretical framework is based on the Delone and McLean’s (D&M) IS success model which is widely adopted in the IS research. Based on a comprehensive literature review on the older and more recent studies the research framework incorporated several new items used by researchers for the measurement of the D&M dimensions. Following a web survey on 168 Greek firms this study sheds some light into the IS field by focusing on how IS effectiveness measures affect Organisational Performance. Data for this study was collected by means of a web-link questionnaire and a sample of 700 companies of different sizes operating in various industries. Many descriptive statistics of academic and managerial importance were produced. Following a correlation analysis and Exploratory Factor Analysis, 15 factors were used for Multiple Regression analysis conducted to test a number of hypotheses around the relationship between the dependent construct (organisational performance) and the independent construct (IS effectiveness). This thesis contributes to existing research in the following ways. First, this study extends our knowledge on IS effectiveness as we adapted and modified DeLone and McLean's model of IS success to incorporate new variables from recent research. The results indicate a significant statistical link between IS effectiveness and performance measures. Second, it provides a holistic framework for measuring Organisational Performance with financial and non-financial variables. Finally, the study presents findings from Greek companies that have adopted IS providing practioners with advice for the practices that can lead to possible and realistic benefits

Determinants of user continuance intention towards mobile money services : the case of M-pesa in Kenya

Includes bibliographical referencesThe turn of the millennium witnessed the uptake and proliferation of mobile technology in developing regions. This occurrence has provided a medium for mobile telecommunication vendors within the region to create and offer services that are now accessible across socio-economic classes. A notable case of a widely adopted mobile technology-enabled service in the developing world is a mobile money service in Kenya called M-pesa. Since its inception, M-pesa has witnessed a mass adoption which has generally been attributed to prior lack of access by majority of individuals' in the country to affordable regulated financial services. M-pesa's presence has now been anticipated to afford a larger population the initial opportunity to harness economic benefits such as: increase money circulation, increase employment opportunities, facilitate social capital accumulation, facilitate savings, and promote financial autonomy, amongst others. Also, M-pesa based transactions in Kenya are reported to exceed those of western union globally. Whilst M-pesa presently vaunts large user adoption numbers, it is the first of its kind in the region to amass such achievement. Further, historically: products and services of similar nature to M-pesa have been unsustainable. A case of M-pesa's demise would have dire implication for the Kenyan economy and 30% of the households in the country that rely on it for remittances. To understand this phenomenon, extant studies have examined the drivers of adoption of this service but have slacked in subsequent investigations to understand user continuance with the service. As such, the information systems literature cautions that initial adoption of technology, although crucial, does not guarantee sustained use. Therefore it is imperative to investigate drivers of continuance. In general, extant research has not focused on investigations of user continuance intention in Africa. In response, this thesis presents an African based study on the determinants of user continuance intention towards M-pesa. Specifically, the purpose of this study was to i) identify and discuss factors from the literature that are most likely to influence user continuance intention towards M-pesa, (ii) develop a research model that is grounded in theory, (iii) test the model within the sample context to identify the antecedents and determinants of user continuance intention towards M-pesa in Kenya. A broad, critical review of the relevant literature provided basis for hypothesized relationships between the identified factors. A formal survey of users of M-pesa in Kenya comprised the phase of data collection and resulted in a usable data set of (n=434). The data collected from the respondents within Kenya was relied upon to test the hypotheses. The survey instrument used to measure the study's constructs was developed via a process of literature review, expert pre-testing, pilot testing, and statistical validation. Partial Least Square and Artificial Neural Network analyses were used to examine the study's measurement and structural model comprising variables of : behavioural beliefs (post-usage usefulness, confirmation, satisfaction), control-beliefs (utilization and flow), object-based beliefs (perceived task-technology fit, system quality, information quality, and service quality), and attitudinal belief (trust). Collectively, the afore-listed ten independent variables and one dependent variable (continuance intention) comprised the study's model. Four of the independent variables (utilization, satisfaction, flow, and trust) were hypothesized to directly determine continuance intention. Of these four, all emerged as determinants of continuance intention. However, trust emerged as the strongest determinant, subsequently, utilization, flow, and satisfaction respectively. The result was unexpected, as satisfaction (a behavioural belief) has been presented in the extant literature as the dominant determinant of continuance intention but does not hold a consistent predictive strength in a developing world. Its predictive power was diluted by trust, utilization, and flow amongst the Kenyan sample. The study's model revealed an R² of 0.334. The analyses demonstrated that user continuance intention is determined by factors across object, control, attitudinal, and behavioural beliefs. The unexpected finding of the rankings of predictive strength of the factors turns a new leaf and introduces areas of further inquiry in future studies. The study concludes with realized contributions to theory and important guidelines for current and future technology-enabled service vendors in developing regions

Assessment of the relationship between Knowledge Management and Effectiveness of Intelligent Decision Support System (IDSS) in Iranian Banks

This study has developed a comprehensive integrated research model to determine the impacts of KM on the effectiveness of IDSS and on the quality of decisions that are made using IDSS. Partial least squares (PLS)-based structural equation modelling is employed to test the theoretical model. Results suggest that the use of KM techniques can enhance a bank’s performance if intelligent tools are integrated with the decision support system and appropriately utilized to improve decision quality

Examining the antecedents of public value in e-government services

This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University LondonOver the last two decades, public sector organisations in the UK have invested heavily on electronic government (E-Government) projects to transform the services offered to citizens. E-government is seen as an enabler that helps public services to become more efficient, transparent, cost effective and accountable. In this respect the implementation of e-government projects have been influenced by private sector thinking borrowed from New Public Management (NPM) principles. However, the evaluation of e-government under the influence of NPM has been primarily focused on economic and technical outputs whereas its value to citizens has been largely ignored. Furthermore, research shows that many e-government projects have failed to deliver the desired outcomes when influenced by NPM principles. Recent studies have emerged that highlights the significance of public value to understand the broader outcomes of e-government services. The aim of this study is to explore the concept of public value and identify the antecedents that affect value and the consequences of value on e-government. To do so, this study develops a conceptual model grounded on Public Value Theory, DeLone and McLean IS Success Model and Means End Chain Theory combining the disciplines of Public Administration, Information Systems and Marketing. The conceptual model was validated through Structural Equation Modelling (SEM) based on online surveys of 705 users of egovernment services in the UK. The findings have highlighted significant theoretical and practical implications for researchers and policy makers. This research highlights that the key dimensions (services, outcome and trust) of public value theory cannot be validated on their own as they are far too abstract in current literature. Therefore, this study verifies that public value can only be validated by drawing from the multiple fields of Public Administration, Information System and Marketing. From a practical perspective, the study offers policy makers a frame of reference to understand the influence of value on the adoption and re-use of e-government services.Brunel Business School Graduate Research Assistant (GRA) scholarship programm

The successful factors of GFMIS in Jordan: Moderating roles of training and user involvement

The Government Financial Management Information System (GFMIS) was initiated by the Government of Jordan (GoJ) in 2010, to replace the ‘closed’ financial management system that was previously used by various government agencies. Despite its potential to enhance efficiency and effectiveness of the government’s financial management, GFMIS has encountered several user-related issues that might affect user behaviour, intention to use, continuous usage, system users satisfaction, and ultimately, the success of GFMIS. Despite extensive efforts to understand these phenomena, documented studies on the success of GFMIS are not altogether consistent. Hence, this study developed a research model utilising DeLone and McLean’s information systems (IS) success model to identify the determinants of successful GFMIS implementation among the Jordanian public employees. A total of 654 questionnaires were self - administrated to GFMIS users in 52 Jordanian government organisations. Data analysis on 257 usable responseswas carried out using Partial Least Squares Structural Equation Modelling (PLS-SEM). The results indicate that 13 out of 15 hypothesised relationships are significantly supported. The results suggest that information quality and service quality have a positive impact on GFMIS use/user satisfaction, while system quality has only a significant effect on GFMIS use. GFMIS use also has a positive effect on user satisfaction. Both use and user satisfaction are significant in predicting net benefits. Moreover, the results prove that user resistance is the determinant of GFMIS use and user satisfaction. The results further support the moderating role of user involvement, while partially support the moderating role of training. This study offers both theoretical and practical contributions. Theoretically, this study tests the IS success model on a new e-government system and extends the IS success model by incorporating user resistance, training, and user involvement. Practically, this study provides relevant authorities with insightful evidence in successfully managing e-government project