Adaptation to the banking domain of the Delone and McLean Information Systems Success Assessment Model (ISSM)

Abstract

Based on the model of Delone and McLean (2003) (Information System Success Model-ISSM), this paper proposes a model for assessing the success of banking front-office infor-mation systems focusing on the point views of users. The aim is to contextualize the ISSMmodel taking into account the specificities of the banking sector – an informational inten-sive sector – in regard of both the operationalization of variables, and the relationships bet-ween them. The methodological approach is double: we started our research by performingexploratory qualitative studies (through interviews) that were used to propose a contextua-lized conceptual model. This model was then tested through a quantitative study withstructural equations methods (two collections of data with an online questionnaire). Wefollowed the paradigm of Churchill (1979) to operationalize our six variables. On a theo-retical level, the results confirm the multidimensional aspect of the evaluation and that theperception of the success of an Information System (IS) relies on a set of inter-connectedvariables. In addition, we have highlighted, due to the specificities of the banking sectorthat the quality of information differs from other quality variables and appears as the keyvariable in the model. For what concerns the satisfaction, this one looks to be determinedby a single variable, such a result being specific to the banking domain where using the ISis mandatory. On a practical and managerial side, the model happens to be an evaluationtool useful to DSI or managers, either globally or for a unique variable evaluation, due tothe operationalization of every variable