The role of user experience and co-creation in measuring the success of digital services in higher education

ABSTRACT

Despite the growth in the number of digital services in higher education, a comprehensive success model is still lacking. DeLone and McLean‘s information system success model, one of the most widespread ones, does not specifically encompass concepts that recently gained much attention: user experience (UX) and co-creation. The goal of the study was to develop and validate a broader model fit for measuring the success of digital services in higher education. Based on the feedback from over 550 end-users, the analysis confirms the importance of UX and co-creation as success factors of digital services in higher education. In that, higher-order construct analysis provided a means to examine the digital service quality construct comprehensively and bring forth the much-needed multi-dimensional perspective on the topic. More specifically, the influence of co-creation on the higher level of perceived benefits of digital services adds to the body of knowledge that promotes the evolution of service-dominant logic.

KEYWORDS:

• User experience
• co-creation
• higher education
• information system success
• higher-order construct analysis

Data availability statement

The data that support the findings of this study are available from the corresponding author, T.M., upon reasonable request.

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

The research is supported by the Croatian Science Foundation [grant number UIP-2017-05-7625].