Analyzing E-Commerce Success using DeLone and McLean Model

Ruth Johana Angelina, Aji Hermawan, Arif Imam Suroso

Abstract views = 2310 times | downloads = 1398 times


Background: The increasing usage and development of e-commerce in Indonesia, demands competition between e-commerce that exists. To be successful e-commerce should be balanced with a good information system. Some clinical research has established what factors that affected the success, including DeLone and McLean. According to their e-commerce success model, there are six variables that affect e-commerce success, system quality, information quality, service quality, use, user satisfaction, and net benefit

Objective: The study aims to analyze the relationship between system quality, information quality and service quality to user satisfaction and use. In addition, the study aims to analyze the relationship between user satisfaction and use to a net benefit.

Methods: This study draws on the DeLone and McLean Model of Information System (IS) success model. It is a quantitative study that was conducted in the form of a survey of 110 users of each Lazada, Bukalapak, and Shopee users.

Results: By applying DeLone and McLean model, this findings confirmed four hypotheses were significant in Bukalapak, Lazada, and Shopee.

Conclusion:There were significant effect between the system quality on user satisfaction, service quality on use, service quality on user satisfaction and user satisfaction on net benefits. Meanwhile, system quality had insignificant effect to use and also information quality to use in Bukalapak, Lazada, and Shopee.


DeLone and McLean model,E-Commerce Success, Information System Success Measurement, IS Success Model


Full Text:



K. C. Laudon, C. G. Traver. Ecommerce 2012 business. Eighth Edition. United States : Pearson, 2012.

Simon. Digital In 2018: World’s Internet Users Pass The 4 Billion Mark. [Online] January 30, 2018. [Cited: October 13, 2018.]

W. DeLone, E. McLean. Information systems success: the quest for the dependent variable. Information Systems Research. 1992, Vol. 3, pp. 60-95.

W. DeLone, E. McLean. The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems. 2003.

A. S.Wardani Ini 5 e-commerce Paling Top di Indonesia Versi iPrice, Siapa Saja? [Online] July 12, 2018. [Cited: September 13, 2018.]

J. W. Wilkinson, M. J. Cerullo, V. Raval, B. Wong-On-Wing. Accounting Information System. 4. New York : John Wiley and Sons Inc., 2000.

Jogiyanto. Sistem Teknologi Informasi, Pendekatan Terintegrasi: Konsep Dasar, Teknologi, Aplikasi, Pengembangan dan Pengelolaan. Yogyakarta : Andi Offset, 2003.

C. E. Shannon, W. Weaver. The Mathematical Theory of Communication. Urbana : University of Illinois Press, 1949.

R.O. Mason. Measuring Information Output: A Communication Systems Approach. Information & Management. 5, 1978, Vol. 1, pp. 219-234.

R. D. Freeze, K. A. Alshare, P. L. Lane, H. J. Wen. IS success model in E-learning context based on students' perceptions. Journal of Information Systems Education. 2010, Vol. 21, 2, pp. 173-184.

A. N. H.Zaied. An integrated success model for evaluating information system in public sectors. Journal of Emerging Trends in Computing and Information Sciences. 2012, Vol. 3, 6, pp. 814-825.

S. Michel, F. Cocula. Impact of the three IS qualities on user satisfaction in an information-intensive sector. Electronic Journal of Information Systems Evaluation. 2017, Vol. 20, 2, pp. 85-101.

C. Kim, In-Seok Lee,Tao Wang, M. Mirusmonov. Evaluating effects of mobile CRM on employees' performance. Industrial Management & Data Systems. 2015, Vol. 115, 4, pp. 740-764.

H. Chong, D. Cates, R. Rauniar. Validity of DeLone and mclean's E-commerce model in B2C student loan industry. Journal of International Technology and Information Management. 2010, Vol. 19, 1.

Hair, Jr Data Analysis. 7th Edition. United States : Pearson, 2010.

K.G Joreskog, D. Sorbom.Lisrel 8:Structural Equation Modeling With The Simplis Command Language. Chicago : SSI Inc, 1993.

S.H.Wijanto, Structural Equation Modeling dengan Lisrel 8.8. Yogyakarta : Graha Ilmu, 2008.

V. Venkatesh, Fd Davis. A model of the antecedents of perceived ease of use: development and test. Decision Sciences. 1996, Vol. 27, 3, pp. 451-481.

U. Marjanovic, M. Delic, B. Lalic. Developing a model to assess the success of e-learning systems: Evidence from a manufacturing company in transitional economy. Information Systems and eBusiness Management. 2016, Vol. 14, 2, pp. 253-272.

T. McGill, V. Hobbs, J. Klobas. User-developed applications and information systems success: A test of DeLone and McLean's model. Information Resources Management Journal. 2003, Vol. 16, 1, pp. 24-45.

N. Nirwanto, M. Andarwati. End-user satisfaction as an impact of the system quality, information quality, and top management support, upon the perceived usefulness of technology utilization. Journal of Marketing Development and Competitiveness. 2019, Vol. 13, 1, pp. 59-75.

P. Seddon, M. Y.Kiew. A partial test and development of DeLone and McLean’s model of IS success. Australian Journal of Information Systems. 1996, Vol. 4, 1, pp. 90-109.

G. Premkumar, K. Ramamurthy, S. Nilakanta. Implementation of electronic data interchange: An innovation diffusion perspective: JMIS. Journal of Management Information Systems. 1994, Vol. 11, 2, p. 157.

V. Khayun, P. Ractham,D. Firpo. Assessing E-Excise Sucess With DeLone And Mclean's Model. The Journal of Computer Information Systems. 2012, Vol. 52, 3, pp. 31-40.

R.M. Baron, D. A Kenny. The moderator-mediator variable distinction in social psychological research:Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology. 1986, Vol. 51, pp. 1173-1182.

D. Goodhue, R. Thompson. Task-technology fit and individual performance. MIS Quarterly. 1995, Vol. 19, 2, pp. 213-236.

J. Iivari. An empirical test of the DeLone-McLean model of information system success. Database for Advances in Information Systems. 2005, Vol. 36, 2, pp. 8-27.

A. Rai, SS. LANG, RB. WELKER. Assessing the validity of IS success models: an empirical test and theoretical analysis. Information Systems Research. 2002, Vol. 13, 1, pp. 5-69.

T. Wang, Y. Cao, S. Yang. Building the model of sustainable trust in e-government. 2nd IEEE international conference on information and financial engineering. 2010, pp. 698-701.

J.W. Palmer. Web site usability, design and performance metrics. Information Systems Research. 2002, Vol. 13, 1, pp. 151-167.

A. Widodo, H.R.D. Putranti, Nurchayati. Pengaruh Kualitas Sistem Aplikasi dan Kualitas Informasi Terhadap Kepuasan Pengguna Sistem Aplikasi Rts (Rail Ticketing System) Dengan Kepercayaan Sebagai Variabel Mediasi. Media Ekonomi dan Manajemen. 2016, Vol. 31, 2, pp. 160-181.

R. Hussein, A.K. Nor Shahriza, M.H Selamat. The impact of technological factors on information systems success in the electronic-government context. Business Process Management Journal. 2007, Vol. 13, 5, pp. 613-627.

N. Shaw, W. DeLone, F. Niederman. Sources of dissatisfaction in end-user support: an empirical study. The DATA BASE for Advances in Information Systems. 2002, Vol. 33, 2, pp. 41-56.

C. Coombs, N. Doherty, J. Loan-Clarke. The importance of user ownership and positive user attitudes in the successful adoption of community information systems. Journal of End User Computing. 2001, Vol. 13, 4, pp. 5-16.

K. Yuthas, S. Young. Material matters: assessing the effectiveness of materials management IS. Information & Management. 1998, Vol. 33, 3, pp. 115-124.

L. Halawi, R. Mccarthy, J Aronson. An empirical investigation of knowledge-management systems’ success. The Journal of Computer Information Systems. 2007, Vol. 48, 2, pp. 121-135.

J.H. Wu, Y.M Wang. Measuring KMS success: a respecification of the DeLone and McLean model. Information & Management. 2006, Vol. 43, 6, pp. 728-739.

M. Gelderman. The relation between user satisfaction, usage of information systems and performance. Information & Management. 1998, Vol. 34, 1, pp. 11-18.


  • There are currently no refbacks.

Copyright (c) 2019 The Authors. Published by Universitas Airlangga.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

ISSN 2443-2555 (online) 2598-6333 (print). Published by Universitas Airlangga.
 All article published in JISEBI are open access and under the CC BY license (