The development of web-based systems quality engineering framework in the universities domain

There are several related issues pertaining to the high rates of systems’ failure that leads to the high investment cost and affects the systems success measurement. This matter has raised concerns especially among researchers, practitioners, organization managers and system administrators. Thus, the success measurement of any system is vital. The purpose of this study is to develop a novel quality framework based on the literature reviews and experts’ validations on the basis of theories of the International Standard Organization 25010 (ISO 25010), Technology Acceptance Model (TAM) and DeLone & McLean Information System success model (2003) that show interrelationship among system success. Few researches have extended the theories into different dimensions such as in the banking sectors, online shopping and health organizations. Literature reviews shows no previous studies that have applied the ISO 25010 theory into any dimensions. Hence, in order to fill this gap, a newly developed framework is introduced to describe the multidimensional influences that leverage the user satisfaction, benefit, loyalty, and determine the success of universities web-based systems. Quantitative method is applied, whereby a survey was electronically collected from universities’ students. A total of 344 questionnaires have been analysed. Smart Partial Least Square techniques were carried out for analysing the data. The results significantly support the framework that has been developed in this study. Furthermore, the results also show that the ISO 25010 is the main determinant of systems success, and also an aspect that affect the users’ satisfaction on the systems, especially in the security factor. Functionality, reliability, usability, efficiency and security are found to have significantly influence the users’ satisfaction. Whilst, information and system quality and the ease of use are found to have no significant influence at all. Indeed, satisfaction significantly affects loyalty and benefit. Moreover, the relationships between security towards satisfaction and satisfaction towards loyalty have confirmed to be positively significant in the non-commercial systems. The framework, the outcomes and the empirical findings in this study can be used as guidelines for the universities, system developers, administrators and researchers. This will enable them to make the necessary changes toward the systems success measurements and software developments in order to achieve project success and avoid costly failures, Thus, benefit both the organizations and also the society.