Understanding the impact of digital service failure on users

Integrating Tan's failure and DeLone and McLean's success model

Journal article (2020)

Authors

Mustafa Mustafa Indian Institute of Technology Delhi
Kar Kar Indian Institute of Technology Delhi
Copyright: © 2020 Syed Ziaul Mustafa, Arpan Kumar Kar, M.F.W.H.A. Janssen
DOI: https://doi.org/10.1016/j.ijinfomgt.2020.102119
Digital services Expectation disconfirmation theory Information systems failure Information systems success Service failure
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Published Date

2020

Language

English

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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.