The role of user experience and co-creation in measuring the success of digital services in higher education

Tea Mijač, Mario Jadrić and Maja Ćukušić

Behaviour and Information Technology, 2024, vol. 43, issue 6, 1219-1240

Abstract: Despite the growth in the number of digital services in higher education, a comprehensive success model is still lacking. DeLone and McLean‘s information system success model, one of the most widespread ones, does not specifically encompass concepts that recently gained much attention: user experience (UX) and co-creation. The goal of the study was to develop and validate a broader model fit for measuring the success of digital services in higher education. Based on the feedback from over 550 end-users, the analysis confirms the importance of UX and co-creation as success factors of digital services in higher education. In that, higher-order construct analysis provided a means to examine the digital service quality construct comprehensively and bring forth the much-needed multi-dimensional perspective on the topic. More specifically, the influence of co-creation on the higher level of perceived benefits of digital services adds to the body of knowledge that promotes the evolution of service-dominant logic.

Date: 2024
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DOI: 10.1080/0144929X.2023.2206924

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