Evaluating M-Commerce Systems Success: Measurement and Validation of the DeLone and McLean Model of IS Success in Arabic Society (GCC Case Study)

Abstract

This study focused on testing and verifying the 2003 DeLone and McLean Model (otherwise known as the Information System Success [ISS] Model), which represents the achievement of success in electronic systems, including smartphone commercial applications. Previous studies indicated that the DeLone and McLean Model has not been validated experimentally in the context of m-commerce, as there exist some differences between m-commerce and e-commerce. Moreover, the ISS model, for the m-commerce field, has been highly debated in terms of constructs such as perceived usefulness and IS use. These constructs create discrepancies in the acceptance of the ISS Model for the m-commerce field, especially in communities that have different technological requirements than other global communities. Previous studies focusing on the relationship between culture and electronic systems indicated that there are differences in the communities’ requirements that will directly affect the success of those electronic systems in Arabic communities. According to previous studies, there are verification shortages in the ISS model used to evaluate the success of m-commerce systems. The ISS model consists of six dimensions, which are system quality, information quality, service quality, user satisfaction, intention to use, and net benefit. The structural equation modelling technique was applied to the data for this model, which was collected by questionnaire. Responses were gathered from 803 actual users of online purchasing systems from three Arabic Gulf countries (171 from Qatar, 246 from the United Arab Emirates [UAE], and 386 from Saudi Arabia [KSA]). According to empirical evidence on the intention to use construct, which in turn is affected significantly by system quality and information quality constructs, reusing m-commerce applications is associated with quality of systems and information requirements in commercial applications. The results of this study on Arabic society will be beneficial for many future studies, such as ones determining the target characteristics of Arabic technology users and, especially, what features can be added to increase the level of satisfaction with m-commerce applications. This paper contributes several important implications to the field and discusses the additions and limitations that should be addressed in future studies.