Understanding the impact of digital service failure on users: Integrating Tan’s failure and DeLone and McLean’s success model

Syed Ziaul Mustafa, Arpan Kumar Kar and M.F.W.H.A. Janssen

International Journal of Information Management, 2020, vol. 53, issue C

Abstract: Although information systems (IS) success has been given much attention in IS literature, failure has received lesser attention. This study empirically validates a model of digital service failure for consumers by integrating three dimensions from Tan’s failure model and one dimension from DeLone and Mclean’s Information Success model. The factors have been mapped to Expectation Disconfirmation Theory (EDT). Experiential survey approach has been used to collect primary data from information systems users who have experienced digital service failure. Structural equation modeling (SEM) has been used for model testing and validation to measure the impact of information, system, functional and service failure of digital service on end users. The findings suggests that information, functional, system and service failure has an impact on the consumers through the outcome, process, cost and user satisfaction of digital services.

Keywords: Information systems success; Information systems failure; Service failure; Digital services; Expectation disconfirmation theory (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:53:y:2020:i:c:s0268401219305298

DOI: 10.1016/j.ijinfomgt.2020.102119

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