Investigating Decision Support System (DSS) Success: A Partial Least Squares Structural Equation Modeling Approach

The central contribution of the study is the development of a DSS success model explores the effects of the quality features of DSS systems, including system quality, information quality, accompanied with perceived ease of use and perceived usefulness on decision support satisfaction and DSS net benefits. A detailed questionnaire was developed to measure the relationship between the aforementioned variables and data was collected from employees in Royal Jordanian Airlines in Jordan who had experience using DSS at their workplace. Partial least squares-structural equation modelling (PLS-SEM) methods were employed to test the research model. The results revealed that system quality had positive effects on both perceived usefulness and decision support satisfaction. Information quality had positive effects on decision support satisfaction; ease of use had positive effects on perceived usefulness, and decision support satisfaction positive effects on net benefits. However, information quality effects on the perceived usefulness, ease of use effects on decision support satisfaction, perceived usefulness effects on decision support satisfaction and benefits were not significant. The findings provide several important implications for DSS research and practice. This paper concludes by discussing the limitations of the study, which should be addressed in future research.