Evaluating IS Success and Citizens Perceived Benefits

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2.5 Evaluating IS Success and Citizens Perceived Benefits

This research attempts to analyse how the qualityperformance of LAPOR as an IS can facilitate and encourage more participation as intended by evaluating LAPOR success from citizens’ perspective, by adopting DeLone McLean DM IS Success Model 2003. Generally, this model is seen as relevant to the purpose of this research because DM model is a widely used model for measuring system success in IS research area Kronbichler et al. 2010 and argued to be a useful choice for success assessment. Some researchers have attempted to validate DM model to e-government context which resulted into some e-government success models Wang Liao 2008; Sun 2009; Nayan et al. 2011; Rana et al. 2014. However, those models mostly provide no or slight changes on the DM model, meaning DM model is proven suitable for assessing e- government system success. Furthermore, there is currently no particular framework which assesses m-government system success which, consequently, a general IS success model is deemed more suitable for success assessment in this research. In 1992, DeLone McLean proposed their first model for conceptualising and operationalising IS success. After doing intensive synthesis towards theoretical and empirical IS researches, they proposed six interdependent dimensions of IS success as seen in Figure 3. Figure 3 DM IS Success Model DeLone McLean 1992:12 In 2003, they revised their prior model into updated DM IS Success Model as depicted in Figure 4. Compared to the prior DM IS Success Model, there are some changes 31 made to evaluate its usefulness considering the dramatic changes in IS practice Wang Li ao 2008. Firstly, DeLone McLean 2003 adds ‘service quality’ as a new dimension of IS success measurement. This new dimension is argued essential to measure IS effectiveness since the role and management of IS over the last decade have changed, where IS are not only used as information provider which provides only information product but also as service provider which also provides support to users. Secondly, there is a debate over the previous dimension ‘use’ which is argued to be confusing whether the system usage is mandatory or voluntary. Thus, they make an alternative dimension ‘intention to use’ or ‘use’ which can be adapted according to the research context. Lastly, they combined the previous dimensions ‘individual impact’ and ‘organisational impact’ into one dimension ‘net benefits’ because they think the impacts of IS are not only perceived by immediate users but also could be by work group impacts, industry impacts, societal impacts, etc. The measurement of the perceived impacts will depend on the type and the purpose of the system to be evaluated. Thus, in order to avoid complicating the model with many impact measures, they group the impact measures into single net benefits dimension. Figure 4 Updated DM IS Success Model DeLone McLean 2003:24 As illustrated above, DM IS Success Model consists of six dimensions: 1 Information quality, referring to the quality of information as the output of the systems 32 2 System quality, indicating the desired characteristics of system which are measured from its performance of information processing and delivery. 3 Service quality, representing the overall support delivered by the government as service provider of LAPOR 4 Use satisfaction, referring to the citizens response to the IS output usage 5 Intention to useuse, measuring citizens consumption of the IS output i.e. information and their intention to continue consuming the IS output 6 Net benefits, which are the overall impacts resulted from the system to the users. Measurement Model for Evaluating LAPOR Success and Perceived Benefits In this research, DM IS Success Model 2003 is adopted to assess LAPOR success in encouraging participation and to analyse citizens perceived benefits. Since the goalobjective of LAPOR is to improve citizens participation as well as their interaction with government in national development and public services supervisioncontrol, it is assumed that the useintention to continual use from citizens indicates the success of LAPOR itself. The success level of m-government initiatives are argued to be determined by citizens’ usage and intention to continue using the system as a form of citizens’ acceptance and engagement towards the initiative and their active contributions to democracy. Thus, in this research, useintention to continual use serves as an objective measurement as seen in Figure 5. Figure 5 M-Government Success and Perceived Benefits Measurement Model As depicted above, there are three qualities that are measured. The quality attributes are identified as measurement variable which lead to effectiveness and performance 33 improvement of ICT systems Ifinendo Nahar 2006. As argued by Teo et al. 2008, since the quality perceptions are formed from the previous experiences with the system, citizens’ belief whether the system is qualified to facilitate their participation willingness will influence the continuance decision. Meanwhile, some researches argue about user satisfaction as dimension in IS success model since user satisfaction has been measured indirectly through the other dimensions Rai et al. 2002; Sedera Tan 2005; Wang Liao 2008. However, as pointed out by Wang Liao 2008, in the e-government success context, which is assumed to be also applicable in m-government context, it is also important to measure the overall level of user satisfaction to see its causal relationship with the indirect measures of user satisfaction in other dimensions. Thus, the user satisfaction dimension is also employed to assess LAPOR success in encouraging participation. Further, as stressed by DeLone McLean 2003, the end result of the overall model will generate certain net benefits which depend on the stakeholders and context in which benefits are to be measured. This research adopts Net Benefits measures developed by Scott et al. 2011 which focus on public value approach. According to them, in the area of e-government, including m-government, the intention by designers and policy makers is not only for process efficiency but also for greater participation and engagement. Thus, it is important to conform to this environment in order to accurately capture the perceived benefits on the side of citizens. The complete instrument, including the items in each dimension, can be seen in chapter 3.4.1.

2.6 Summary This chapter has discussed the theoretical perspectives about e-government, m-