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Analyzing E-Commerce Success using DeLone and McLean Model

Journal of Information Systems Engineering and Business Intelligence · Vol. 5 No. 2 (2019) · pp. 156–162

DOI
10.20473/jisebi.5.2.156-162
ISSN
2443-2555, 2598-6333
Published
2019-10-24
Publisher
Universitas Airlangga
Language
eng

Abstract

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 benefitObjective: 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.Keywords: DeLone and McLean model,E-Commerce Success, Information System Success Measurement, IS Success Model

Collaboration network of the authors

9 authors · 15 co-authorship links

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  • IPB University
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
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Co-authorOrganisationJoint articles
Hermanto SiregarAffiliation unknown1
Rini Dwiyani HadiwidjajaAffiliation unknown1
Illah SailahAffiliation unknown1
Agus BuonoIPB University1
Popong NurhayatiAffiliation unknown1
Trukan Sri BahukelingAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://e-journal.unair.ac.id/JISEBI/oai, first harvested 29 Oct 2026, last seen 1 Nov 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">Analyzing E-Commerce Success using DeLone and McLean Model</dc:title>
	<dc:creator>Angelina, Ruth Johana</dc:creator>
	<dc:creator>Hermawan, Aji</dc:creator>
	<dc:creator>Suroso, Arif Imam</dc:creator>
	<dc:description xml:lang="en-US">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 benefitObjective: 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.Keywords: DeLone and McLean model,E-Commerce Success, Information System Success Measurement, IS Success Model </dc:description>
	<dc:publisher xml:lang="en-US">Universitas Airlangga</dc:publisher>
	<dc:date>2019-10-24</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://e-journal.unair.ac.id/JISEBI/article/view/13579</dc:identifier>
	<dc:identifier>10.20473/jisebi.5.2.156-162</dc:identifier>
	<dc:source xml:lang="en-US">Journal of Information Systems Engineering and Business Intelligence; Vol. 5 No. 2 (2019): October; 156-162</dc:source>
	<dc:source>2443-2555</dc:source>
	<dc:source>2598-6333</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://e-journal.unair.ac.id/JISEBI/article/view/13579/8502</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2019 The Authors. Published by Universitas Airlangga.</dc:rights>
</oai_dc:dc>