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Examining the Merits of Usefulness Versus Use in an Information Service Quality and Information System Success Web-Based Model

Author

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  • Hollis T. Landrum

    (University of North Texas, USA)

  • Victor R. Prybutok

    (University of North Texas, USA)

  • David Strutton

    (University of North Texas, USA)

  • Xiaoni Zhang

    (Northern Kentucky University, USA)

Abstract

Managers are increasingly facing the question of how to convey electronic information to e-commerce users in a manner that enables those individuals to resolve information search related problems more easily. Information service quality and the associated performance is challenging to manage in Web-based interactions because such settings involve several features (i.e., less tangible contact, more uncertainty, differing feedback loops between business and consumer) not found in more traditional exchanges. In an attempt to capture a broader view of the quality of information service offerings in ecommerce settings, the model compares the DeLone and McLean’s framework (2003) that includes use as an outcome measure with a model suggested by Landrum and Prybutok (2004) that features usefulness as its outcome measure. A random survey of Army Corps of Engineers library customers was performed at two library sites within the Corps.

Suggested Citation

  • Hollis T. Landrum & Victor R. Prybutok & David Strutton & Xiaoni Zhang, 2008. "Examining the Merits of Usefulness Versus Use in an Information Service Quality and Information System Success Web-Based Model," Information Resources Management Journal (IRMJ), IGI Global, vol. 21(2), pages 1-17, April.
    • Handle: RePEc:igg:rmj000:v:21:y:2008:i:2:p:1-17
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    Cited by:

    1. Marya Wani & Vishnupriya Raghavan & Dolphy Abraham & Virginia Kleist, 0. "Beyond utilitarian factors: User experience and travel company website successes," Information Systems Frontiers, Springer, vol. 0, pages 1-17.
    2. Nikhil Chandra Shil & Bhagaban Das, 2012. "Satisfaction management in retail financial services: an analysis of gap in perceived quality," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 5(3), pages 256-271.
    3. Saqib, Zulkaif Ahmed & Rabnawaz, Ambar & Saqib, Khubaib Ahmad & Salma, Umme & Ahmed, Wasim & Hussain, Safdar & Jafar, Rana Muhammad Sohail & Zulqarnain, Muhammad, 2016. "Moderating Role of Consumer’s Demographics on the Relationship between Consumers’ Shopping Orientation and Behavior," MPRA Paper 70384, University Library of Munich, Germany.
    4. Marya Wani & Vishnupriya Raghavan & Dolphy Abraham & Virginia Kleist, 2017. "Beyond utilitarian factors: User experience and travel company website successes," Information Systems Frontiers, Springer, vol. 19(4), pages 769-785, August.

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