Information Systems Satisfaction

Abstract

Previous studies have examined the satisfaction of users with information services, but most measured attitudes after use of the system had begun. The focus in this paper is upon the design and test of an instrument suitable for the systems development stage. The traditional “user satisfaction” construct is examined in two parts; user satisfaction with the process and user satisfaction with the product.The research instrument was administered in an experimental environment that simulated a work situation. Participants were asked not only to do their “normal” tasks but also to cooperate in a systems development project. Some were placed into time‐constrained situations; others were not. Results indicate that the user satisfaction construct can be evaluated during development and should be separated from product satisfaction. Further, attitudes toward the process and about the product are correlated positively but they are not perfect substitutes.The experimental situation yielded some evidence that requiring people to participate on development teams without compensatory release time or other incentives is likely to make them feel negative about the process. Although this negativity is not fully transferred to attitudes toward the product, it does exist and needs to be managed effectively.

Citation

Essex, P.A. (1998), "Information Systems Satisfaction", American Journal of Business, Vol. 13 No. 2, pp. 15-26. https://doi.org/10.1108/19355181199800009