Antecedents from the IS Success Model

Table 6.3 Adopted constructs from the IS success Model

Construct Source of Construct Hypothesized Relationships

in this Study Result

System Quality DeLone & McLean (2003)

A System Quality 

Satisfaction Unsupported

A System Quality Flow Supported

A System Quality Trust Supported Information

Quality DeLone & McLean (2003)

A Information Quality 

Satisfaction Unsupported

A Information Quality  Flow Supported

A Information Quality  Trust Supported Service Quality DeLone & McLean

(2003)

A Service Quality 

Satisfaction Supported

A Service Quality  Flow Supported

A Service Quality  Trust Supported

Three factors were adopted from the DeLone and McLean’s (2003) success model, and are presented above in table 6.3. Amongst the nine relationships hypothesized, most were supported except two. The path relationship between SYSQ  Satisfaction, and INFQ  Satisfaction were unsupported.

The hypothesized path relationship between system quality and satisfaction followed causal logic that the quality of a system characterized by ease of use, reliability, speed, good navigation, and an appealing interface, as perceived by a user of M-pesa would influence his or her satisfaction because a poor system will undermine a user’s experience with the system, thus minimizing satisfaction (Zhou, 2013). This unexpectedly did not hold true. A possible reason for this occurrence could be that the surveyed users of M-pesa do not associate system appearance, ease of use, and easy navigation with substantial gains that can be derived from M-pesa use. This finding could also result from a lack of par alternative services to benchmark against M-pesa’s systems quality. Recap, M-pesa is the premiere and leading vendor of MMS in Kenya and globally, thus, the systems quality it presents to its users is likely the best option available in the market. This circumstance could have left users indifferent about the systems quality presently offered. An unsupported relationship between system quality and satisfaction, although rare, is also reported in an extant study (e.g., Alhendawi & Baharudin, 2014).

The second hypothesized path relationship based on a factor from the IS success model (DeLone

& McLean, 2003) was SYSQ  Trust, which was supported. This finding is consistent with extant studies (e.g., Zhou, 2013; Vance et al. 2008). The support for this relationship buttresses belief that a vendor’s claim and ability to instil perceptions in users that its system is characterized

by ease of use, quick response time, reliability, speed, and good navigation, is essential for a business exchange relationship. Participants’ response to this study’s survey suggests that the M- pesa vendor’s ability to serve its users with a quality system influences users’ willingness to be vulnerable with the vendor, which is the core theme of trust (Hardin, 1993, p.507).

The third hypothesized path relationship drawn on the IS success model (Delone & McLean, 2003) was SQFlow, and it was supported. This finding is also consistent with extant literature postulations that characteristics of a quality system are desired to maximize a user’s experience with a system by captivating the user while executing a system-aided target task (Zhou, 2013;

Guo & Poole, 2009; Finneran & Zhang, 2003). The finding of a path relationship between SQ

Flow suggests that attributes of M-pesa’s system quality (e.g., ease of use, navigation, graphics, etc) influences the challenges and skills of most of its users while engaging with M-pesa. It further suggests that the surveyed M-pesa users acknowledge a link amongst their task, skills, and the technology artefact.

The Fourth hypothesized path relationship from the IS success model (Delone & McLean, 2003) was INFQ SAT, and was unsupported. This was an unexpected and inconsistent finding with most extant literature (e.g., Delone & McLean, 1992; 2003; Seddon & Yip, 1992; Wixom &

Todd, 2005; Chiu et al. 2007), that information received from a system that embodies the characteristics such as: accuracy, timeliness, and completeness, currency, and usability (DeLone

& McLean, 1992; 2003), will be well received by the user and would leave the user satisfied.

However, a similar study (e.g., Zhou, 2013) that tested the influence of information quality on satisfaction also found an unsupported relationship. A possible explanation for this occurrence could be that the effect of information quality on satisfaction is a mediated one. However, while efforts were made to conduct mediating tests in the post-hoc analysis phase of this study, no mediating effect was found between information quality and the hypothesized variables in the model. Perhaps its influence on satisfaction could be mediated by a variable that was not hypothesized or included in the study’s model.

The fifth hypothesis drawn on the IS success model is the INFQTrust path relationship, and is supported in this study. Information quality is attributed to a systems offering of information in view of timeliness, completeness, accuracy, currency (Delone & McLean, 1992; 2003), and is posited in extant studies (e.g., Zhou, 2013) to engender trust. That said, the result of this relationship is consistent with findings in the extant literature (Nicolaou & McKnight, 2006;

Zahedi & Song, 2008; Zhou, 2013). Users of M-pesa’s expectation of information quality (e.g.,

account balances) are based on trust, which is the key element in the preservation of exchange relations (Blau, 1964). The results of this study suggest that the surveyed users of M-pesa associate their vulnerability with M-pesa to the vendor’s ability to provide accurate account balances and quick response time to their queries.

The sixth hypothesized path relationship: INFQFlow was also supported in this study. Another consistency with the extant literature that a feeling of enjoyment while using a technology- enabled service is likely to be realized if the user perceives that the information he or she is provided with is of high quality (Zhou, 2013; Zhou, 2014; Cheng, 2014). A positive relationship reported by the surveyed users is testament that a user’s skills (e.g., read and utilize the information for a transaction) will likely surpass the challenges (e.g., a need to scrutinize information from M-pesa) if the information from M-pesa is accurate, timely, complete, and current.

The seventh hypothesized path relationship: SERVQSAT was found to be significant. This finding is consistent with the extant literature (e.g., Deng, Lu, Wei, & Zhang, 2010; Kuo, Wu, &

Deng, 2009). Recap, service quality refers to the support a user receives from a vendor (Delone

& McLean, 1992), and is characterized by empathy, reliability, personalization, responsiveness, and assurance (DeLone & McLean, 1992; Zhou, 2013). On this note, M-pesa users require for example: quick response time to queries on account balances. Support for the hypothesized relationship: SERVQSAT implies that the surveyed users attribute characteristics of service quality as influencers of their satisfaction with M-pesa. In essence, the findings of this study show that the vendor’s ability to properly facilitate use of their service influences user satisfaction with the service.

The eighth IS success model based hypothesized path relationship is SERVQ Trust, which also received support in this study. This hypothesis is again consistent with extant literature reports (e.g., Gefen, 2002; Liu, Guo, and Lee, 2011). This finding implies that the service level agreements between the M-pesa vendor and users are considered by the surveyed users, a key ingredient for a successful exchange relationship. As such, the credibility of the M-pesa vendor weighs on its ability to demonstrate competence and goodwill.

The ninth hypothesized path relationship drawn on the IS success model is SERVQFlow, and it is validated in this study. Indeed a user’s perception of system quality influences his or her flow experience. Again, this finding is consistent with reports in the extant literature (Hsu, Chang, &

Chen, 2012; Zhou, 2013; Cheng, 2014). Some characteristics of service quality that induce flow

in an M-pesa context are reliability and responsiveness. This study’s findings of a positive path relationship between SERVQFlow implies that surveyed M-pesa users attribute an experience of reliable connections and responsiveness of M-pesa to feelings of control, focus, pleasure while using the service. Thus, a reliable and responsive service from the M-pesa vendor, enables user control over the M-pesa, and this creates an environment for full-immersion while using M-pesa.