Information System Success And Failure Model

3. Information System evaluation

The performance of Finacle core banking system can be evaluated by focusing on multiple perspectives on Information system success/failure Model (DeLone & McLean, 1992) to look at the results and impacts of this system on ICICI bank as shown in Figure 4.

Figure 4: Information system success/failure Model with Finacle system in ICICI bank

Source: adapt from DeLone & McLean, 1992, p.87

As shown in Figure 4, there are 6 issues to measures the system from the bank and the customer perspectives as follows:

3.1 System quality

Vorha (n.d. cited in Infosys, 2009, p.3) stated the success of Finacle system with ICICI bank:

“Finacle has enabled ICICI Bank to achieve competitive advantage by enabling rapid roll-out

So, the assumption of Finacle is seemed to be the partial success to supports ICICI bank.

4. Explanation of the partial success of Finacle system

From discussed above, it is now necessary to explain the partial success of adopting Finacle system and find drivers for this information system in ICICI bank by Information system Success/Failure Factor Model (adapted from Heeks, 2008). Many previous studies found that the main drivers of adopting Finacle system in ICICI bank are the bank external pressure and banks’ strategies.

Driver 1: The bank external pressure

The external pressure is foreign banks that provide high-end technology and offer innovative products to Indian people (Infosys, 2009). PRAMEELA (2013) criticize that profitability and competition in the key things for the bank in India and technology helped them to beat their rivals. For this reason, ICICI bank was the first bank that adopts and introduced internet banking in India from Finacle e-banking system (Srivastava, 2007; Infosys,

The bank has clear strategies which divided to 2 strategies as follows:

1. Technology-focused strategy: ICICI Bank needed a powerful Information system that could help the bank achieve their business goal and the bank selected Finacle to support them (PRAMEELA, 2013).

2. International strategy: ICICI created international business management team to find the ways of providing the customer for difference areas around the world and attempt to expand the business to the global market (Nayak, 2008).

Another model that helps to explain the success of adopting Finacle system is the Design-reality Gap Model (adapt from Heek, 2006). There are 5 key factors which are used to evaluate the gap between information system design and