Evaluating Application Integration Success Using DeLone McLean and CSF Model

Digital transformation in the financial industry has encouraged organizations to adopt application integration systems to improve operational efficiency and effectiveness. However, not all information system implementation projects succeed in meeting expectations, particularly in guarantee institutions with complex business processes. This study evaluates the success of an application integration system project in a guarantee company using a combined approach based on the DeLone and McLean (2003) Information System Success Model and Critical Success Factors (CSF). By explicitly incorporating CSF variables as antecedents of system quality, information quality, and service quality, this study extends the conventional application of the DeLone and McLean model by integrating key managerial perspectives into the evaluation of integration success. A quantitative method was employed using survey data collected from 120 respondents of the Penjaminan Application Integration (PAI) system at PT XYZ. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that CSF variables, including top management support, internal communication, user training, and project risk management, significantly affect system quality, information quality, and service quality. Furthermore, these three quality dimensions within the D&M model notably influence the intention to use and user satisfaction, which ultimately impact the perceived net benefits for the organization. In conclusion, considering both managerial and system quality perspectives provides a more comprehensive understanding of the success factors in application integration projects. These findings can serve as a basis for improving IT project implementation strategies in the guarantee sector and other industries with similar characteristics.