Print Email Facebook Twitter Understanding the impact of digital service failure on users Title Understanding the impact of digital service failure on users: Integrating Tan's failure and DeLone and McLean's success model Author Mustafa, Syed Ziaul (Indian Institute of Technology Delhi) Kar, Arpan Kumar (Indian Institute of Technology Delhi) Janssen, M.F.W.H.A. (TU Delft Information and Communication Technology) Date 2020 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. Subject Digital servicesExpectation disconfirmation theoryInformation systems failureInformation systems successService failure To reference this document use: http://resolver.tudelft.nl/uuid:d05fad8f-3488-49ac-bbec-d06bbfb2ffbc DOI https://doi.org/10.1016/j.ijinfomgt.2020.102119 Embargo date 2020-10-02 ISSN 0268-4012 Source International Journal of Information Management, 53 Bibliographical note Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public. Part of collection Institutional Repository Document type journal article Rights © 2020 Syed Ziaul Mustafa, Arpan Kumar Kar, M.F.W.H.A. Janssen Files PDF 1_s2.0_S0268401219305298_main.pdf 626.86 KB Close viewer /islandora/object/uuid:d05fad8f-3488-49ac-bbec-d06bbfb2ffbc/datastream/OBJ/view