DEVELOPING A CONCEPTUAL INFORMATION SYSTEMS (IS) SUCCESS MODEL FOR INTELLIGENT VEHICLE TRACKING SYSTEMS USED IN DEVELOPING COUNTRIES – THE CASE OF GHANA

This research developed a conceptual Information Systems (IS) success model to address problems of Intelligent Vehicle Tracking Systems (IVTS) in developing countries – the, case of Ghana. The study was based on existing IS Success Models used in measuring the performance, usefulness and successfulness of information systems applicable to IVTS success evaluation. Problems addressed: users of IVTS in developing countries, especially in Ghana, are dissatisfied with the performances of IVTS and services, regarding system & service qualities, information quality, low user-perceptions, low system and service usefulness and successfulness, low system and service impacts & benefits. To address these worrying problems, a conceptual IS success model usable in measuring the performance of IVTS and services deployed in developing countries is proposed. Methodology: Qualitative, Exploratory & Descriptive single case study method. Grounded Theory (GT) method is employed to collect and analyze data. Research population is users of IVTS in Ghana. Purposive sampling technique is employed. Research Tools: Qualitative survey questionnaires & face-to-face interviews were used. Research Results: Most IVTS deployed in Ghana have very limited communication network bandwidths, low speeds & capacities, poor GSM network coverage, etc. Thus, qualities of the tracking systems & services, and vehicle information were far below users' perceptions as against their expectations. Research Findings: Relevant seventeen core theoretical IS concepts required to develop the conceptual IS success model. Research Outcome: the proposed conceptual IS Success Model is developed; has considerably extended the updated DeLone & McLean (2003) IS success model; making it possible to apply IS success model to evaluate the performance, usefulness, successfulness & the overall user satisfaction of IVTS users in developing nations, typically in Ghana. Four identified key IS concept are the Concepts of: ‘Perceived Tracking System Performance’, ‘User Expectation / Expectancy Disconfirmation’, ‘Overall User Satisfaction’ & ‘Is User Satisfied’? Additional Research Outcome: Twenty-two IS Success Concepts & a second IS success model for IVTS, applicable by developing nations as guidepost to address their domestic transportation predicaments.