A Theoretical Assessment of the User-Satisfaction Construct in Information Systems Research

Abstract

For nearly two decades, the user-satisfaction construct has occupied a central role in behavioral research in Information Systems (IS). In industry, the construct has often been used as a surrogate for IS effectiveness. Given its widespread use by both academics and practitioners, it is surprising that no comprehensive theoretical assessment of this construct has been performed. This paper provides such a review. It begins by examining conceptual and theoretical limitations of the construct's use as a measure of IS effectiveness. Attention is then focused on the evolution of the construct in the literature and the theoretical problems associated with its broader use. The fundamental similarity between user satisfaction and the social and cognitive psychologists' notion of an attitude is suggested. The next sections focus on a discussion of attitude structures and function. First, alternative theoretical views on attitude structure are presented. While one of these structures, the family of expectancy-value models, is reflected in current research on user satisfaction, the second, the family of cognitive approaches, is not. The two attitude structures are considered from the perspective of possible refinements to future work in IS. Next, an examination is made of the ways in which these structures have been integrated in terms of understanding the relationship of users' affective responses to other responses (i.e., behavior or cognition). This leads to a discussion of the function attitudes might serve for the user other than the evaluation of an information system or IS staff. Finally, the question of how behavior influences attitude is considered. The paper concludes with suggestions for future work.user satisfaction, user attitudes, information systems research, evaluation of information technology

Attitudes, satisfaction and usage: Factors contributing to each in the acceptance of information technology

“…The present study succeeded in supporting the fundamental similarity between satisfaction and the social and cognitive psychologists' notion of an attitude suggested by Melone (1990) and Doll and Torkzadeh (1991) . Melone (1990) showed that the concept of`user satisfaction' poses problems when used to evaluate a computer system.…”

“…Melone (1990) suggests the structure of attitudes has an impact on user cognition and behaviour. Fishbein and Ajzen (1975) proposed that individuals' attitudes toward an object play an important role in in¯uencing their subsequent behaviour toward it and there is evidence that user attitudes are positively related to computer usage (Igbaria and Chakrabarti 1990, Igbarianetwork of relationships of attitude with selected antecedent variables: demographic, computer experience, user training and organizational support; and key outcome variables: system usage and user satisfaction.…”

Using resource-based theory to interpret the successful adoption and use of information systems and technology in manufacturing small and medium-sized enterprises

“…However, it is difficult to evaluate objectively IS/IT success (Ives et al, 1983;Olson, 1984, Weill andBaroudi, 1990) and two variables are more commonly used as surrogate measures of IS/IT success. Those variables are: level of computer utilisation and user information satisfaction (UIS) (usually CEO's information satisfaction) (Baroudi et al, 1986;DeLone, 1988;DeLone and McLean, 1992;Montazemi, 1988;Melone, 1990;Raymond, 1985). According to DeLone and McLean (1992: p.69), "user satisfaction or user information satisfaction is probably the most widely used single measure of IS success".…”

La evaluación de la integración de las TIC en la educación superior: fundamento para una metodología

“…Sin embargo, aunque esto podría interpretarse como efectividad de la implementación tecnológica no es posible saber si uno de los impedimentos para el avance pudiera originarse en la relación de los individuos con la tecnología en el contexto de la organización. Frecuentemente las aproximaciones para estudiar esta relación se orientan a medir la "satisfacción del usuario" que generalmente recopila información sobre las características favorables -o desfavorables-de la tecnología en uso -como interfaz de usuario, desempeño, facilidad de uso- (Doll & Torkzadeh, 1988;Lucas, Ginzberg & Schultz, 1990;Melone, 1990) y características generales sobre actitudes (Lucas, 1975;Ives, Olson and Baroudi, 1983). La equivalencia de la "satisfacción del usuario" con la "aceptación tecnológica" de Saga y Zmud (1994), por ejemplo, es un constructo teórico que carece de solidez (Melone, 1990).…”