Extending the DeLone and McLean Information Systems Success Model for e-commerce website success
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TL;DR
The main purpose of this research is to provide a comprehensive framework for e-commerce websites evaluation by extending the DeLone and McLean Information System Success Model and a new dimension—“Relationship quality” is proposed to the model.
Abstract
Website evaluation can continuously improve the performance of websites and increase sales. However, the lack of a comprehensive framework as guidance hampered this task. The main purpose of this research is to provide a comprehensive framework for e-commerce websites evaluation by extending the DeLone and McLean Information System Success Model. A new dimension---"Relationship quality" is proposed to the model. The study also tries to identify characteristics of e-commerce websites that impact the user's satisfaction; A survey questionnaire was distributed to web users, and a total of 295 responses were obtained. The data was processed through Statistical Package for the Social Science (SPSS); The data analysis result indicates that there are four important factors that impact user satisfaction, and among them, Relationship quality can be clearly defined. This indicates that there's a need to extend the model. The study also yields a list of important characteristics that impact user's satisfaction.