Information system success model is widely used in researches nowadays.
The original IS success model was created by William and Ephraim (1992) and
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extended model was introduced to maintain relevance William and Ephraim (2003). By studying many previous researches in commination, empirical management information systems from 1981-1987, the theories advocated that there are six major dimensions of the IS success, including system quality, information quality, system quality, intention to use plus use, user satisfaction, and net benefits. The IS success model reported in 2003 was created to present the relationships among these dimensions in a more understandable form.
The purpose of the research thesis is to compare the satisfaction of after-use of E-custom with before-use of custom system. As aforementioned, the E-custom has been developed and implementing by the Vietnam government with the characteristics of IS success. The first proposition is defined as follow.
P1: The performance of after-use of E-custom is more satisfied than that of before-use.
2.3.1 System Quality
System quality refers to how much the users are satisfied with the information system used. It highly depends on the user’s demand, as evaluated through the system development and analysis. In general, there are totally nine criteria requirements certified by research of Sedera and Gable (2004) for a perfect system; they are ease of use, ease of learning, system features, user requirements, system accuracy, flexibility, sophistication, integration and customization. Based on previous study, Gorla, Somers, and Wong (2010) combined all elements needed for system quality into two group: system flexibility and system sophistication. The system flexibility deals with the system usefulness, with no redundancy and easy to change according to needs. The system sophistication concerns with whether the system is a user-friendly system, easy to use, well document, with a quick turnaround time, using a modern technology enabling user-friendliness of systems.
The effect of system quality on satisfaction and ease of use in IS success
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model was reported in the IS success model William and Ephraim (2003). The assumption is about benefit of organization can be improved indirectly by a developed, well-designed, and smart system. On the other hand, an inferior system which is slow to response, weak at security, and without update will make the whole process become slowdown and corrupted. To prove relationship between system quality and satisfaction, two empirical studies were performed by P. Seddon and Kiew (1996). They pointed out that there are existing “positive and significant” relation of system quality and satisfaction of users. Another research from Ahn, Ryu, and Han (2007) also indicated that users will likely feel more comfortable, secured, as well as satisfied with higher-level and faster responses of system.
The purpose of the thesis research is to compare before-use of E-custom’s system with after-use of custom’s systems. Since the E-custom has designed with system quality, the current research thesis defines the second proposition as follow.
P2: The system quality of after-use of E-custom is more satisfied than that of before-use.
2.3.2. Information Quality
Information quality was defined as the quality of information generated by an information system (William & Ephraim, 1992). Research by Huh, Keller, Redman, and Watkins (1990) showed that there are four objective dimension of information quality; they are accuracy, completeness, consistency, and currency.
Accuracy refers to as an agreement of measurement and generated by an identified source. Completeness stands for the notion of relevance between the purpose of data and the contents from data. Completeness in application is specific; it can be known to the lack of needed fields or empty fields in records.
Consistency needs the format consistent, logically consistent (i.e., two given data do not conflict with the other) and the strongly consistent (i.e., the correctness of one data is implied by the correctness of another data). Currency stands for the
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characteristic “up-to-date” of data.
From the research of Nelson, Todd, and Wixom (2005), the dimensions that are needed to reflect information quality are accuracy, completeness and currency, and format. The format is about the representational quality which is measured by the performance of employees to complete tasks with system; this implies how much interpretable and understandable of given forms are the information. The content is tested as a part of information quality in the study by Doll and Torkzadeh (1988) and showed a positive result. In this case, content was built by four criterions, which are: precise data is matched to the demand, the data content is matched to the demand, the correctness of data and sufficiency of data are acceptable.
To fit to the actual needs, the dimensions used to represent information quality are not conclusive and will be in the manner of case by case. Normally, the dimensions depend highly on the background knowledge that will take one or more dimensions to relevantly represent how qualifies the system information can offer. To deepen this concept, Gorla et al. (2010) reported that format and content were used as the indicators in their research, revealing how information quality influences the organization merits.
Extended from the IS success model William and Ephraim (2003) many studies have contributed to the improvement of the relationship between information quality and the feedbacks of users. Wang and Liao (2008) reported that the positive links between user’s satisfaction and information quality in research were disclosed which confirms the role the IS success model plays in the eGovernment system success. The test for relationship between Information quality and Ease of use was confirmed from the research findings of Ahn et al.
(2007). It showed that user’s interpretation related to web’s information content quality is important. To examine the IS success model, Seddon (1997) found out that information quality reveals an important impact directly on the system usefulness.
In Vietnam, E-system for freight forwarding has been developed and upgraded for many times to gradually meet both government policy and user’s
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demands. Users are frequently working with E-custom and asking for more understandable information format and content. They also believed that the higher level of information quality can provide higher satisfaction toward performance of their works. The research thesis argues that satisfaction of E-custom of after-use will be higher than that of before-use, and therefore the third proposition is defined as follow.
P3: The information quality of after-use of E-custom is more satisfied than that of Before-use.
2.3.3 Service Quality
Service quality was first mentioned as a measurement for IS success model and validated in research of Pitt, Watson, and Kavan (1995). Service quality can be simply known as the results of comparison between the customers imagine for the service they will receive and the real service they have obtained. Based on researches about service quality from 1979 to 1993, Pitt et al. (1995) studied and combined previous definitions into five dimensions to evaluate a complete service quality; they are tangibles, reliability, responsiveness, assurance, and empathy. The notion of tangibles contains the concerns of facilities, equipment, person in physical form. The reliability stands for the ability to complete the promised service with accuracy and faithfulness. The responsiveness is tied to how fast a service is provided according to the quality the customer cares.
Assurance is about individual skills of employee to attractive customers and maintain high trust with regard to the service. The empathy is defined as the attention or caring which customers need from service provider.
The effect of service quality on satisfaction was mentioned by (DeLone and McLean, 2003) in which poor level of service quality will lead to lose customers and decrease total sales. Relationship of service quality and satisfaction was also proved positive and significant in the study Wang and Liao (2008) in which IS model was used to assess E-government systems success. Their finding indicated that the satisfaction of users is impacted by service quality. Accordingly, the
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fourth proposition is defined as follow.
P4: The service quality of after-use of E-custom is more satisfied than that of before-use.
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: Research Method
This chapter firstly illustrates the conceptual model and constructs, including System Quality, Information Quality and Service Quality of E-Customs project performance. The propositions are also defined followed by the sampling plan, survey outline, and data collection and analysis.