Enhanced Model For Evaluating Information System Success : Determining Critical Criteria

The purpose of this study is to enhance the DeLone and McLean information system success by adding a SERVQUAL instrument to evaluate the service quality dimension. An integrated model for evaluating the information system has been proposed. One of the most popular multi criteria decision making techniques, namely AHP was used to determine the weights of each criterion and sub-criterion of the model in order to identify the most influential criterion on information system’s evaluation. System quality dimension has a strong influence on information system success (0.39) followed by information quality (0.22). The proposed model could be used to enhance information system performance evaluation. Keywords-Delone & McLean information system success model;SERVQUAl; multicriteria decision making; AHP method; criteria


INTRODUCTION
Many definitions are given to define the information system (IS).In [1], author considers IS as an organized set of resources: hardware, software, personnel, data, procedures etc. to acquire, process, store information (in the form of data, texts, images, sounds, etc.) within and between organizations.There are many frameworks and models to evaluate IS success.The most common issue is the choice of right and appropriate factors and assessing them.In the current work, we seek to propose a new model to evaluate information system success based on the model presented in [2] and the SERVQUAL instrument presented in [3].An integrated model was generated and its criteria and sub-criteria were chosen from previous studies.Analytical hierarch process (AHP) method [4] was applied to select the most influent criteria and sub-criteria on information system success.A sample of one hundred participants expressed their opinions about the importance of each proposed criterion via an online tool.The results show that participants believe that the system quality dimension has the highest impact on IS success (56.70% strongly agreed and 27.40% agreed).

II. INFORMATION SYSTEMS' EVALUATION MODELS
This work is based on two main research models: information system success model [2] which is a reference in the field of IS evaluation and SERVQUAL model [3] widely developed and used in the last years.In this section, we will present an overview of the most used models:

A. Information System Success Model
Authors in [5] conducted a large review of IS success literature to present a new model that consists of six variables and the interdependencies between them.They proposed a multidimensional model that recognizes the success as a process assessed by: system quality, information quality, system usage, use satisfaction, individual impact and organizational impact.In [2] they made three main changes based on the critics of those who have tested the initial model: the addition of a technical variable "service quality" mentioned in [6], the decomposition of the variable "system use" into two variables "intention to use" and "use" referring to the theory of reasoned action [7], the technology acceptance model [8] and the grouping of individual and organizational impacts under a "net benefits" variable.

B. The SERVQUAL Model
Authors in [9] developed a model designed to measure service quality by capturing respondents' expectations and perceptions along with the dimensions of service quality.The SERVQUAL model was made of ten dimensions of service quality when created but later on, these dimensions were reduced to five because some dimensions were overlapping (

Reliability
The ability to perform the promised service dependably and accurately

Assurance
The knowledge and courtesy of employees and their ability to convey trust and confidence

Tangibles
The appearance of physical facilities, equipment, personnel and communication materials

Empathy
The provision of caring, individualized attention to customers

Responsiveness
The willingness to help customers and to provide prompt service

1) System Quality
The success criterion system quality constitutes the desirable characteristics of an IS.The measures (sub-criteria) of this criterion focus on studied system's performance.The selected system quality elements are: Access [20], ease of learning [21], flexibility [22], reliability [23] and response time [22,23].

2) Information Quality
The success criterion information quality is an important factor relative to the characteristics of the information system's output.The selected information quality sub-criteria are: accuracy [24], completeness [22,24], understandability [20], security [25], and usefulness [26].

3) Service Quality
The success criterion system quality represents the quality of the support that the IS offer to the users.The selected service quality elements are: reliability, assurance, tangibility, empathy and responsiveness [3].

4) Intention to Use/Use
The success criterion Intention to use/Use represents the manner of using an IS.The selected elements are: daily use [27], frequency of use [27], nature of use [2], number of site visits [2] and number of transactions [2].

5) User Satisfaction
The success criterion user satisfaction constitutes the user's level of satisfaction when using an IS.The selected user satisfaction elements are: adequacy [27], effectiveness [27], efficiency [27], enjoyment [20] and overall satisfaction [27].

6) Nets Benefits
This success criterion constitutes the extent to which IS is contributing to the success of different stakeholders, it subsumes the former separate individual and organizational impacts.The selected net benefits elements are: productivity [8], usefulness [8], competitive advantage [27], cost reduction [27] and overall success [27].

C. Population and Sample
A structured questionnaire was used for data collection, based on the proposed success model criteria and sub-criteria.A sample of 150 participants belonging to different sectors was chosen randomly based on their use of IS.Questionnaire development and returns were done by an online Google tool.The participants were asked to indicate their agreement with the influence of each criteria of IS success model.A five point Likert type scale was used with anchors from "Strongly agree" to "Strongly disagree".A total of 100 questionnaires were returned for a response rate of 67%.Table IV shows the demographic characteristics of the received sample according to gender, age and experience.

A. The Purpose of this Study
The main purpose of this study is to present an IS success model guided by the updated DeLone & McLean [2,5] and SERVQUAL [9] models.The proposed model composes six interrelated constructs of IS success measures: the quality dimension (system, information and service) which affects intention to use/use and user satisfaction.The net benefits dimension is a result of use and user satisfaction and could affect them.For our case, the quality service is measured by the SERVQUAL instrument.This study also aims to determine the critical and most dimension affecting IS success criteria.AHP, one of the most used MCDM techniques, was used to calculate the weights of each criterion and sub-criterion in order to determine the criterion most affecting IS success.The pairwise comparison matrix was developed according to the questionnaire responses.The criteria of our hierarchical model are the different dimensions of the model and the sub-criteria are the measures of each dimension chosen from previous studies (Table V).Then the prio w =2.364/6= w =1.012/6= w =0.500/6= The normaliz 22, 0.17, 0.1, iority of 0. mputational w b-criteria pres ed (4), ( 5), an nsistency rati spectively (for lue of CR (0.0

TABLE VIII .
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