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An Extension to the Delone and Mclean Information Systems Success Model and Validation in the Internet Banking Context

An Extension to the Delone and Mclean Information Systems Success Model and Validation in the Internet Banking Context
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Author(s): Veeraraghavan Jagannathan (National Institute of Technology, India), Senthilarasu Balasubramanian (National Institute of Technology, India) and Thamaraiselvan Natarajan (National Institute of Technology, India)
Copyright: 2019
Pages: 15
Source title: Advanced Methodologies and Technologies in Business Operations and Management
Source Author(s)/Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-5225-7362-3.ch004

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Abstract

The modern internet era opened a plethora of opportunities for doing business online. Internet banking (IB) is one such innovation that made great strides from its humble beginnings in the mid-1990s. It is important for bank practitioners to know the factors contributing to the success of new technology by customers to enable them to be better placed in the competitive segment. This study proposes an extension to the Delone and Mclean IS success model to evaluate information systems(IS) success in the context of internet banking, with security as a new dimension. Data was collected from 312 respondents. The results found that security is a key factor for IB success. Furthermore, the study found that the dimension system quality has not had any substantial effect on IB user satisfaction; however, security and information quality were found to influence user satisfaction. Based on the findings, some implications for research and practice were prescribed, in addition to directions for future researchers of IS success in the IB context.

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