Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait: Testing a Modified DeLone and McLean IS Success Model in an E-Commerce Context

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Author(s): Kamel Rouibah (Kuwait University, Kuwait), Paul Benjamin Lowry (City University of Hong Kong, Hong Kong)and Laila Almutairi (Central Bank of Kuwait, Kuwait)
Copyright: 2016
Pages: 33
Source title: Web-Based Services: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-9466-8.ch054

Keywords: Computer Science & IT / Information Science Reference / Web Technologies / Web Technologies & Engineering

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Abstract

An extensive body of research has tested the information systems success model in many contexts. Surprisingly, few of these studies have applied it to e-commerce. A study by represents one such initiative, but it is crucial to address several remaining gaps associated with that study. Moreover, no e-commerce success model has considered the Arab world, which exhibits unique cultural factors influencing e-commerce. The authors' study proposes an improved IS success model for e-commerce in the Arab world. This model, based on that of , adds several enhancements to the validity and generalisability of his efforts, uses the latest SEM techniques, including both monetary and nonmonetary value conceptualisations, uses a multidimensional conceptualisation of system quality, and proposes specific factors of e-commerce service quality. The authors tested the proposed research model with a truly randomised sampling approach using 288 experienced business-to-consumer (B2C) consumers in the Arab world. The results largely support our hypothesised model. The most important difference between our results and those of previous studies is our finding that although service quality influences value, it has no bearing on user satisfaction in an Arab context. This study will be useful for practitioners and researchers seeking to improve the understanding of B2C e-commerce success in the Arab world.

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Dimensions of Business-to-Consumer (B2C) Systems Success in Kuwait: Testing a Modified DeLone and McLean IS Success Model in an E-Commerce Context

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