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.
