International Journal of Computer Science & Network Security

International Journal of Computer Science & Network Security (국제컴퓨터통신보호논문지학회)
권호 표지
DOI QR코드

DOI QR Code

Determine the Critical Factors of Information Systems Success (ISS) to Enhance Customer Satisfaction on SME Performance in Saudi Arabia

  • Saad A. Almohammadi (Faculty of Computing & IT, King AbdulAziz University) ;
  • Adel A. Bahaddad (Faculty of Computing & IT, King AbdulAziz University)
  • Received : 2023.10.05
  • Published : 2023.10.30
Download PDF
⟨ Previous Next ⟩

Abstract

In today's worldwide environment, information systems (IS) usage is growing swiftly. As a result, it now affects every aspect of life and serves as a general growth tool for individuals, groups, and governments. information system success (ISS) is affected by customer satisfaction and their acceptance of using these services. In addition, this issue will be a critical thing for SMEs, especially in Saudi Arabia. SMEs have a shortage and lack IT experience and resources. The research's question is What are the ISS that will improve customer satisfaction and SME performance in Saudi Arabia. Through an online survey, The data on how Saudi SMEs succeed in IS was acquired. Citizens and residents users in Saudi Arabia, representing a range of ages and educational backgrounds. In the IS success factors evaluation, which assessed the degree of agreeability and disagreeability of specific statements related to the six dimensions based on the empirical data, it was found that the users agreed with the majority of the claims. For users, usability is the most important feature. This study discovered that enhancing the system's overall user experience might lead to higher overall satisfaction.

Keywords

References

  1. Mohammad, A. A. (2018). An exploration of accounting information system's role in smes failure triangular. International Journal of Agile Systems and Management, 11(2), 155-178.  https://doi.org/10.1504/IJASM.2018.092546
  2. Jeyaraj, A. [2020], 'Delone & mclean models of information system success: Critical meta-review and research directions', International Journal of Information Management 54, 102139. 
  3. DeLone, W. H., McLean, E. R., et al. (2016). Information systems success measurement. Foundations and Trends® in Information Systems, 2(1), 1-116.  https://doi.org/10.1561/2900000005
  4. Andarwati, M., Nirwanto, N., & Darsono, J. T. (2018). Analysis of factors affecting the success of accounting information systems based on information technology on sme managementsas accounting informationend user. EJEFAS Journal(98), 97-102. 
  5. Melone, N. P. (1990). A theoretical assessment of the user-satisfaction construct in information systems research. Management science, 36(1), 76-91.  https://doi.org/10.1287/mnsc.36.1.76
  6. Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.  https://doi.org/10.1016/j.jsis.2010.05.001
  7. DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information systems research, 3(1), 60-95.  https://doi.org/10.1287/isre.3.1.60
  8. Ahmad, I., & Agrawal, A. M. (2012). An empirical study of problems in implementation of electronic commerce in kingdom of saudi arabia. International Journal of Business and Management, 7(15), 70. 
  9. SMEA. (2022). Over 750,000 smes operating in saudi arabia, a 15% increase on 2021: Monsha'at report. 
  10. A Almoawi, A. R. N., & Mahmood, R. (2011). Applying the ote model in deter- mining the e-commerce adoption on smes in saudi arabia. Asian Journal of Business and Management Sciences, 1(7), 12-24. 
  11. AlBar, A. M., & Hoque, M. R. (2019). Factors affecting the adoption of information and communication technology in small and medium enterprises: A perspective from rural saudi arabia. Information Technology for Development, 25(4), 715-738.  https://doi.org/10.1080/02681102.2017.1390437
  12. Kutlu, B., & ̈Ozturan, M. (2008). The usage and adoption of it among smes in turkey: An exploratory and longitudinal study. Journal of Information Technology Management, 19(1), 12-24. 
  13. Habboush, T. A., Alanazi, B. F. et al. [2020], 'The impact of electronic commerce on motivating the investment in the kingdom of saudi arabia', Journal of International Business Research and Marketing 5(5), 13-27.  https://doi.org/10.18775/jibrm.1849-8558.2015.55.3002
  14. Iivari, J. (2021). A framework for paradoxical tensions of project management. International Journal of Information Systems and Project Management, 9(1), 5-35.  https://doi.org/10.12821/ijispm090101
  15. Varaj ao, J., & Trigo, A. (2016). Evaluation of is project ̃ success in infsysmakers: an exploratory case study. 
  16. Ngereja, B. J., & Hussein, B. (2021). An examination of the preconditions of learning to facilitate innovation in digitalization projects: a project team members' perspective. International Journal of Information Systems and Project Management, 9(2), 23-41.  https://doi.org/10.12821/ijispm090202
  17. Pearlson, K. E., Saunders, C. S., & Galletta, D. F. (2016). Managing and using information systems: A strategic approach. John Wiley & Sons. 
  18. Alavi, Y., M. Yoo. (2015). Use information technology for organizational change". Chichester. 
  19. Seddon, P., Kiew, M.-Y., et al. (1996). A partial test and development of delone and mclean's model of is success. Australasian Journal of Information Systems, 4(1). 
  20. Haleem, A. H., & Kevin, L. L. T. (2018). Impact of user competency on accounting information system success: Banking sectors in sri lanka. International Journal of Economics and Financial Issues, 8(6), 167. 
  21. Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships. European journal of information systems, 17(3), 236-263.  https://doi.org/10.1057/ejis.2008.15
  22. Adaileh, M. J. (2012). An empirical study of internet use in saudian's small and mediums enterprises. Asian Social Science, 8(3), 169. 
  23. Ahmad, S. Z. (2012). Micro, small and medium-sized enterprises development in the kingdom of saudi arabia: Problems and constraints. World Journal of Entrepreneurship, Management and Sustainable Development. 
  24. Lefebvre, E., & Lefebvre, L. A. (1992). Firm innovativeness and ceo characteristics in small manufacturing firms. Journal of Engineering and Technology Management, 9(3-4), 243-277.  https://doi.org/10.1016/0923-4748(92)90018-Z
  25. Levy, M., & Powell, P. (1998). Sme flexibility and the role of information systems. Small Business Economics, 11(2), 183-196.  https://doi.org/10.1023/A:1007912714741
  26. Al-Mabrouk, K., & Soar, J. (2006). Identification of major issues for successful it transfer in the arab world: the preliminary results. In 2006 innovations in information technology (pp. 1-5). 
  27. Alghamdi, A. (n.d.). I., goodwin, r., & rampersad, g.(2011). E-Government Readiness Assessment for Government Organizations in Developing Countries. Computer and Information Science, 4(3), 3-17.  https://doi.org/10.5539/cis.v4n3p3
  28. Fathian, M., Akhavan, P., & Hoorali, M. (2008). E-readiness assessment of non- profit ict smes in a developing country: The case of iran. Technovation, 28(9), 578-590.  https://doi.org/10.1016/j.technovation.2008.02.002
  29. Grazzi, M., & Vergara, S. (2012). Ict in developing countries: Are language barriers relevant? evidence from paraguay. Information Economics and Policy, 24(2), 161-171.  https://doi.org/10.1016/j.infoecopol.2011.11.001
  30. Roztocki, N., & Weistroffer, H. R. (2011). Information technology success factors and models in developing and emerging economies. Information Technology for Development, 17(3), 163-167.  https://doi.org/10.1080/02681102.2011.568220
  31. ICT. (2015). Ict investments in the kingdom of saudi arabia report. Internet/e-business technologies acceptance in Canada's SMEs: An exploratory investigation. Internet Research, 255-281. 
  32. Almtiri, Z., Miah, S. J., & Noman, N. (2023). Application of e-commerce technologies in accelerating the success of sme operation. In Proceedings of seventh international congress on information and communication technology (pp. 463-470). 
  33. Melone, N. P. (1990). A theoretical assessment of the user-satisfaction construct in information systems research. Management science, 36(1), 76-91.  https://doi.org/10.1287/mnsc.36.1.76
  34. SaudiStats [2022], 'Saudi census 2022 report'.