A Mobile Instant Messaging Update to the DeLone and McLean Model of Information Success

Abstract

Information System success model is a theory that seeks to provide a comprehensive understanding of Information Systems’ success by identifying, describing, and explaining the relationships among critical dimensions of evaluation of success. This paper focused on Mobile Instant Messaging (MIM) systems which encompass a range of internet-based facilities that enable exchange of real-time messages using mobile phones. Research indicates that a comprehensive success model must always be followed to guide institutions in the adoption, implementation and use of a new technology such as MIM systems. Whereas general Information System (IS) success models exist, none specifically integrates MIM success factors to suit the uniqueness of emergent MIM systems. In light of the aforementioned, this paper aimed to develop an IS success model that integrates MIM success factors. The study specifically sought to investigate the existing success models and identify relevant MIM success factors determined to form the new model. Mixed method research design was employed with both quantitative and qualitative strategies being used. Simple probability sampling method was used to obtain a sample of 655 respondents drawn from four cadres of respondents in Kenyan public universities as follows; ninety three (93) Information and Communication Technology (ICT) administrative staff, ninety six (96) ICT technical staff, ninety eight (98) academic staff and three hundred and sixty eight (368) students. Data was collected by the use of questionnaires and interviews. Validity was ensured through triangulation, peer debriefing and review. Reliability test was done and generated a Cronbach’s Alpha value of 0.827. Ethical considerations were taken into account and relevant clearances sought as required. The study established a total of thirty (30) success factors suitable for MIM. Factor analysis method was used to classify the success factors into six (6) constructs used to develop the new IS success model. The study found five key success areas namely; Task, infrastructural, social, spatial, temporal, context. The new model was consequently built by integrating the identified variables and validated for acceptance. Findings of the study were considered important for the academia given the MIM-related knowledge generated, and anticipated in the further research recommended herein. Besides, the new IS success model developed in this study stands to help institutions achieve success with respect to MIM technology adoption, implementation and use through the guidance the model provides.