Using Delone and McLean Model for Evaluating E-

Commerce Website

Raka Doni Anugrah

School of Magister Management Information Systems/Bina Nusantara University
Jakarta, Indonesia, Postcode : 11530
Corresponding author, e-mail: raka_sinaga@ymail.com

Abstract
Technological developments in Indonesia provide many positive impacts especially on the field of
commerce, in terms of effectiveness and efficiency. Where this condition makes the business to develop
quickly in conducting business patterns in order to survive with its competitors. By making changes there
are certainly many factors that must be carefully considered in all aspects in order to get the "goal" as
desired. But when we have made the changes whether we can conclude that the results worked so far or
not? Certainly it can started by taking from the existing issue on the object or target that becomes the
determinant of one of the successes in commerce or business that . For the case raised in this study is
what factors become the success of a system that has been run on the business jualandbeli.com,
jualandbeli.com is an onlineshop website that sells various needs of herbal and regular health
supplements. Using the McLean and Delone system success model approach that has 6 constructs that
have been modified into 5 namely System Quality, Information Quality, Use, User Satisfaction and Net
Benefit, from these five constructs will be measured how much the relationship. Where this research yield
9 Hypothesis, result of research show that 5 hypothesis proved positive that System Quality influence to
Use, Information Quality influence to User Satisfaction, User Satisfaction influence to Use, Net Benefit
influence to Use and User Satisfaction influence to Net Benefit while rest ie 4 hypotheses not in tune with
existing data.

Keywords: E-Commerce, Onlineshop, Net Benefit, Trading, Indonesia

1. Introduction
Technology can be adopted from the end user acceptancess based on the perceived
benefits and ease of use, which results in the behavior and attention to use new technology.
Perception of benefit can be defined as the degree to which the individual believes that using a
part of the system can improve the perceived performance, while the perception of convenience
is the degree to which an individual who uses a system part will more ease the physical and
mental burden of the user[1].
So deciding to adopting a new technology can also be related to how developers
(innovations) information technology in the field it develops. Information technology is a
covering all matters relating to the process, use as a tool in manipulating and processing
information including in the case of commerce. The use of information in the commercial system
aims to attract more prospective buyers and maintain subscriptions in order to continue to use
the services or services provided by the seller or service provider.
An up-to-date technology, the Internet, according to Kotler & Armstrong (2005) who
argues that the internet is a global network of vast and expanding computer networks with no
centralized management or property also free. At this time, the internet can be interconnected
between individuals or organizations or companies with each other with information around the
world[2].
A new Information technology like internet also provides other advantages for
commerce in the process of selling transactions become more practical, effective and efficient.
There is also a more specific technology in the world of technology for business problems,
According to Evan & Wurster (2000) states that e-commerce can expand the scope or market
share of the company without sacrificing much of the cost stored [3]. As for the opinion of
Warrington et al, (2000) e-commerce may enhance the company in the existing competition [4],
this opinion can be combined by the Chappel & Feindt (1999) statement where e-commerce can
reduce the cost for operational or marketing administration[5].
 Then the opinions from Kaur and Joshi (2012) concluded that e-commerce is the
activity of buying and selling products or services via electronic such as internet and other
computer networks[6], where according to Al-Fadhli (2011) which includes the distribution,
marketing, sales or delivery of goods and services electronically[7].
Whenever the e-commerce is something new great idea, a specific brach new
technology form the e-commerce its called onlineshop. Onlineshop is buying and selling
behavior through internet media like product or service through website or other, characteristic
of buying and selling process through internet is consumer ethics potentially need some goods
or services, they use internet and searching information related to goods or services they need
according to Liang and Lai (2000).[8]
There are many studies that have been done in order to identify the various factors for
the success of information technology systems. A well-known study was DeLone & McLean
(1992), the success model of information technology systems developed by DeLone & McLean
(1992) is quickly responded, due to a simple but valid model. Because the others is needed a
specific model that can be a reference to make information technology systems can be applied
successfully in e-commerce.[9]

System Quality Use

Individual Organizational
Impact Impact

Information Quality User Satisfaction

Delone & Mclean IS Success Model in 1992.

Based on various critiques and developments in information systems technology and

user environment, Mclean and Delone (2003) updated the model by extending it. Some of the
plus of the old model, which is as follows:

1. Include Service Quality variable (Service Quality)

2. Changing Individual Impact and Organizational Impact variables into Net Benefits.
3. Improvement and improvement of measurements

System Quality
Use Intention To Use

Information Quality Net Benefits

User Satisfaction
Service Quality

Mclean dan Delone IS Success Model in 2003

The relationship between constructs that have been used in previous research attracted
the attention of researchers, where the construct of System Quality has the same function as
the Service Quality construct and can be unified and can be taken to prevent the occurrence of
dualism of the used variables.
2. Research Method
From the theoretical basis in which molla and licker (2001) first proposed the DeLone &
McLean model to be developed into e-commerce measurement. However, this model has
actually been modified in the Delone & McLean model (2003) which includes service quality
constructs. However, it can be seen that service quality is actually part of system quality so that
it can be combined as in the theoretical base that has been described previously, where
Responsiveness and Acuracy become part of System Quality such as calculation and total price
of goods all done by the system. Thus there are 5 constructs There will be nine hypotheses
proposed and developed in this study, where the conceptual model of research and hypothesis
formulation proposed can be seen in the figure 2.

H1
System Quality Use
H6

H3 H7

H5 Net Benefit
H2
H8

Information Quality User Satisfaction H9

H4

Figure 2. Development Research Model With Hypothesis

from the figure 2 then there is a hypothesis as follows :

Table 1. Hypothesis Result

Hypothesis
H1 This hypothesis concerns System Quality has a positive effect on Use
H2 The second hypothesis allows Information Quality to have a positive effect on
Use.
H3 The third hypothesis is System Quality is believed to affect Positive to User
Satisfaction.
H4 The fourth hypothesis explains that Information Quality will have a positive effect
on User Satisfaction.
H5 The Fifth Hypothesis explains that User Satisfaction can have a positive effect on
Use.
H6 Net Benefit can have a positive effect on Use.
H7 Use will have a positive effect on Net Benefit.
H8 User Satisfaction positively affects Net Benefit .
H9 Net Benefit has a positive effect on User Satisfaction.
 In this section where research using questionnaire instrument in data collection. the
items in accordance with the circumstances with a scale of 5 Likert, namely "Strongly Disagree"
to "Strongly Agree".

Table 2. Likert Scale for Questionnaire

Avg. Score Interval Criteria for Each Variable

1 - 1,8 Strongly disagree
1.8 - 2.6 Disagree
2,6 - 3,4 Neutral
3,4 - 4,2 Agree
4.2 - 5 Strongly agree

There are 5 variables in this research, where Model Delone and McLean already
cover the needs of research variables.

Table 3. Variables of Research

Variables Indicators
System Quality Convenience,
Preferences,
Security,
Response Time
User Satisfaction Needs,
Efficiency,
Effectiveness,
Enjoyment
Information Quality Relevance,
Size of time,
Accuracy of information,
Quality of Content,
Quality Relationships
Use Frequency of Use,
Duration / Usage Time
Net Benefit Overall Efficiency,
Overall Quality,
Performance,
Knowledge

Validity and Reliability

Convergent validation was tested using 3 suggested criteria:
1. All loading factor items must be significant and worth 0.70
2. Combined reliability (pc)> 0.80
3. Average variance extracted (AVE)> 0.50 or root square from AVE should be> 0.71
Discriminant validation between variables is estimated using square root and AVE for each
variable where it must more than correlation between variables. Instruments used are said to be
reliable if Cronbach's Alpha is more than 0.60.

Regression Equation
In this study, researchers used Structural Equation Model (SEM) analysis using AMOS
software. The strong causality between the two variables assumed by the researcher lies not in
the chosen analytical method, but lies in theoretical justification to support the analysis. So it is
clear that the relationship between variables in the model is a deduction and theory. The
multiple regression equations are arranged with the following :
 NB = 1 + 1U + 2US + e1
U = 2 + 4US + 5US + e2
US = 3 + 6IQ + 7US + 8US + e3

Information :

NB : Net Benefit
U : Use
US : User Satisfaction
IQ : Information Quality
SQ : System Quality
1,2,3 Constants
1 8 Multiple regression coefficient
e1,2,3 Error

3. Results and Analysis

3.1 Case Study : Jualandbeli.com Websites

Jualandbeli.com, is an E-Commerce Website (onlineshop) that provides regular and
herbal supplement products to support human health, such as supplements that are useful for
the treatment and treatment of the eyes, skin, bones / joints / nerves, internal organs (brain,
heart, liver, lung) to mental illness treatment. The owner wants the researchers to test whether
by step making this website online shop will provide a sense of comfort, convenience, trust and
speed in making the purchase or transaction, so that buyers can ongoing or large-scale
purchase to transact on the website onlineshop jualandbeli.com .

3.2 Data
Here is the data obtained from the questionnaire distributed to customers from the
website jualandbeli.com
Table 4. Result of Answer Score With Mean And Standard Deviation
Indicator Frequency of Answer Score Standard
No Variable Name Mean
Code 1 2 3 4 5 Deviation
1 KS1 7 41 64 75 23 3,314 1,0149
System Quality
2 KS2 18 37 75 62 18 3,119 1,0717
3 KS3 9 48 63 72 18 3,200 1,0250
4 KS4 17 41 70 73 9 3,076 1,0184
5 KI1 7 44 73 74 12 3,190 0,9443
6 Information KI2 8 42 54 81 25 3,348 1,0482
7 Quality KI3 6 23 95 69 17 3,324 0,8804
8 KI4 13 34 51 78 34 3,410 1,1256
9 KI5 7 30 66 86 21 3,400 0,9644
10 KP1 5 33 67 87 18 3,381 0,9320
User
11 Satisfaction KP2 4 27 62 85 32 3,543 0,9637
12 KP3 13 32 57 81 27 3,367 1,0822
13 KP4 7 25 69 73 36 3,505 1,0178
14 P1 13 32 69 81 15 3,252 1,0063
Use
15 P2 4 32 56 82 36 3,543 1,0074
16 MB1 2 32 76 75 25 3,424 0,9210
17 Net Benefits MB2 2 29 72 75 32 3,505 0,9446
18 MB3 4 32 71 74 29 3,438 0,9726
 19 MB4 6 28 64 83 29 3,481 0,9841

Explanation from above table that is, Quality System have 4 indicator named KS1, KS2,
KS3, KS4 which have options 1-5 as mentioned before. Each of these indicators will be
proposed as the core of the questions to customers and also the same for the Quality of
Information is KI1, KI2, KI3, KI4, KI5, for Customer Satisfaction are KP1, KP2, KP3, KP4, for
Use variables are P1, P2 , and for Net benefit variables are MB1, MB2, MB3, MB4, MB5. After
the results obtained then also found the Mean and Standard Deviation.

3.3 Result and Analysis

Based on AMOS output results, it can be summarized into the following table to ensure
the level of matching of the results discussed.

Tabel 4. Amos Output Result

The
Size (GOF) Match Targets calculation Match Rate
results
Statistic Chi Square (X2) Small value 298,849
Poor fit
P P 0,05 P=0,000
GFI 0,90
GFI 0,80 GFI < 0,90 0,874 Marginal fit
GFI 0,80
RMSEA 0,08
RMSEA 0,08 RMSEA < 0,10 0,073 Good Fit
RMSEA 0,10
TLI 0,90
TLI 0,80 TLI < 0,90 0,924 Good Fit
TLI 0,80
IFI 0,90
IFI 0,80 IFI < 0,90 0,938 Good Fit
IFI 0,80
CFI 0,90
CFI 0,80 CFI < 0,90 0,937 Good Fit
CFI 0,80
CMIN/DF 2
Norm Chi Square or 2,105 Marginal Fit
CMIN/DF 5
PGFI PGFI 0,50 0,653 Good Fit

Chi-Square Statistic Test

The smaller the chi-square value the better and the value of p 0.05 (Wijanto,
2008).[10] Based on the results from the above table, the chi-square value is 298.849 with P =
0,000. So it can be said the match level of this research is poor fit.

Root Mean Square Error of Approximation

The good RMSEA value is 0.08 RMSEA 0.10 which can be said marginal fit or
RMSEA 0,08 which can be said good fit (Wijanto, 2008). The result of data processing shows
that the value of RMSEA is 0,073. So it can be said the match rate of this research is Good fit.

Goodness of Fit Index

According to Wijanto (2008), good GFI value is 0.80 GFI 0.90 which can be said to
be marginal fit or GFI 0.90 which can be said good fit. From the results of the table above
shows that the value of GFI is 0.874. So it can be said the level of compatibility of this study is
Marginal fit.
Parsimonious Normal Fit Index
According to Wijanto (2008), good PGFI values are PGFI 0,50. From the above
results obtained that the value of PGFI is 0.653, so it can be said the match rate of this study is
good fit.

Tucker Lewis Index

According to Wijanto (2008), good TLI value is 0.80 0.90 which can be said marginal
fit or TLI 0.90 which can be said good fit. From the above results obtained that the value of TLI
is 0.924, so it can be said the match rate of this study is Good fit.

Regression Witghts

The Structural Equation Model SEM is a multivariant analysis technique that allows
researchers to interconnect complex variables both recursively and non-recursively to obtain a
comprehensive picture of the overall model. SEM is based on theory testing, so a strong
theoretical basis is needed. The structural equation model is based on causality where the
change of one variable is assumed to result in the change of other variables. Here are the
results:

Table 5. Regression Wights Result

Estim Lab
S.E. C.R. P
ate el
System par_
Use <--- ,444 ,123 3,612 ***
Quality 1
User Satisfaction System par_
<--- ,266 ,146 1,825 ,068
Quality 2
Information
par_
Penggunaan <--- Quality -,374 ,194 -1,930 ,054
3
Information
par_
User Satisfaction <--- Quality 1,054 ,210 5,009 ***
4
System
KS1 <--- 1,000
Quality
System 10,69 par_
KS2 <--- 1,085 ,101 ***
Quality 4 5
System 10,72 par_
KS3 <--- 1,041 ,097 ***
Quality 8 6
System 12,44 par_
KS4 <--- 1,204 ,097 ***
Quality 2 7
Information
KI1 <--- 1,000
Quality
Information 11,37 par_
KI2 <--- 1,221 ,107 ***
Quality 2 8
Information 10,27 par_
KI3 <--- ,930 ,090 ***
Quality 8 9
Information 11,16 par_
KI4 <--- 1,288 ,115 ***
Quality 5 10
Information 10,67 par_
KI5 <--- 1,057 ,099 ***
Quality 5 11
User
KP1 <--- 1,000
Satisfaction
User 11,32 par_
KP2 <--- 1,201 ,106 ***
Satisfaction 3 12
KP3 <--- User 1,167 ,118 9,890 *** par_
 Estim Lab
S.E. C.R. P
ate el
Satisfaction 13
User par_
KP4 <--- 1,088 ,111 9,801 ***
Satisfaction 14
MB1 <--- Net Benefit 1,000
15,78 par_
MB2 <--- Net Benefit 1,137 ,072 ***
1 15
12,03 par_
MB3 <--- Net Benefit ,961 ,080 ***
4 16
12,44 par_
MB4 <--- Net Benefit ,997 ,080 ***
9 17
P1 <--- Use 1,000
10,01 par_
P2 <--- Use ,979 ,098 ***
8 20
par_
Use <--- Net Benefit ,396 ,196 2,019 ,043
18
User par_
Net Benefit <--- ,654 ,224 2,915 ,004
Satisfaction 19
par_
Net Benefit <--- Use ,391 ,201 1,951 ,051
21
par_
User Satisfaction <--- Net Benefit -,571 ,232 -2,461 ,014
22
User par_
Use <--- ,552 ,217 2,543 ,011
Satisfaction 24

From the results that have been found from the table above, the researcher can take
the model analysis that has been applied, the hypothesis obtained is as follows:

Table 6. Structural Model Results

Hypothesis Path P Conclusion

Data Support Hypothesis
H1 Quality System Use 0,000
Data Not Supporting
H2 Quality of Information Use 0,054
Hypothesis
Quality System User Data Not Supporting
H3 0,068
Satisfaction Hypothesis
Quality of Information User
H4 Satisfaction 0,000 Data Support Hypothesis

Data Support Hypothesis

H5 User Satisfaction Use 0,011
Net Benefits Use Data Support Hypothesis
H6 0,043
Data Not Supporting
H7 Use Net Benefit 0,051
Hypothesis
Data Mendukung
H8 User Satisfaction Net Benefit 0,004
Hipotesis
Data Not Supporting
H9 Net Benefit User Satisfaction (-) 0,014
Hypothesis

4. Conclusion
 In the measurement model analysis in this study showed that all variables have met the
criteria of validity and reliability and on the analysis of structural models, H1, H4, H5, H6, and
H8 support the proposed hypothesis. The test results from the structural model for each
hypothesis are as follows:

Hypothesis 1 (H1) is accepted, where Quality System has a significant influence on Use
(These results are consistent with previous research by Turban & Gherke: 2000) [11] focusing
on e-commerce where the research proposes added variables such as 24-hour availability,
stable software and hardware, page access speed, system structure, display, accessibility as
part of the quality of the system to which the model will display the attributes that can affect the
Use . If viewed from the question thrown to the respondent this matter concerns "features
available on website can attract users to use it.
Hypothesis 2 (H2) has not been received, it can be seen that Information Quality has no
significant effect on Use. These results contradict previous theories as revealed by Chen &
Wells (1999) they found that the quality of information is one of the determinants of behavior
towards the users' positive use of the website, and can be attributed to the existing
questionnaire that is information website can be concluded that not yet uptodate and can not
attract customers to use it.
Hypothesis 3 (H3) results can not be accepted, where Quality System does not support
User Satisfaction, therefore the result of research from Han & Noh (1999) which proposes
model attributes that influence User Satisfaction Satisfaction) where Quality System can ensure
the stability of software & hardware as well as page access speed, system structure up to
accessibility. And Seddon & Kiew's research (1994) has not been proven in our study, where
the content of the research he explained that they surveyed 104 users of the unitersity
accounting system and found a positive relationship between System Quality and User
Satisfaction.
Hypothesis 4 (H4) is acceptable, where Information Quality has a significant influence
on User Satisfaction. Wu and Wang (2006) say Experience / Information Quality has a major
impact on Net Benefits and User Satisfaction. While Livari (2005) said that Quality System and
Information Quality predict based on User Satisfaction system. Then according to Doll &
Torkazadeh (1988) developed the Instrument through the measurement of User Satisfaction is
divided into twelve questions, which will be divided into 5 categories such as: content accuracy,
format, time limit and perception of use, this category which later measures two variables that
affect satisfaction users. But in the results of this study showed that the variable has not been
proven completely.
Hypothesis 5 (H5) data supports, where User Satisfaction affects Use. This proves
Seddon's (1997) theory which reveals that user satisfaction has a relationship with the use of
information systems. And this is in accordance with the questions posed to the user about
satisfaction with the efficiency and effectiveness of existing encourage users to reuse the
existing shopping system on website.
Hypothesis 6 (H6) data supports existing research, where Net Benefit has positive effect
on Use. Where we know that this has been supported by the theory of Lisa & Gambling (2009)
added that the net benefits felt by customers via the website and mobile banking have a
significant effect on the behavior of its customers. This is in line with the question asked to the
customer that the ease of transacting on the website encourages users to buy the desired
product.
Hypothesis 7 (H7) data is not supported, where Use (Use) has not affected Net Benefit
(Net Benefit). This is contrary to Wu and Wang's (2006) theory that the "Experience of Use" or
the Knowledge Management System's Quality of Information will be in line with the increase in
Net Benefits.
Hypothesis 8 (H8) data supports, where User Satisfaction supports Net Benefit. This
result is in accordance with Yandi (2011) research on customer satisfaction with mobile banking
to encourage them to use the bank to benefit from mobile banking.
Hypothesis 9 (H9) data has not supported the research, it can be concluded that Net
Benefit has not influence User Satisfaction factor. This result contradicts Wu and Wang's (2006)
research which says that the "Experience of Use" or Quality of Knowledge Management System
Information will be in line with the increase of Net Benefit.
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