A critical review of end-user information system satisfaction research and a new research framework

Published on Dec 1, 2002in Omega-international Journal of Management Science5.34
· DOI :10.1016/S0305-0483(02)00054-3
Norman Au16
Estimated H-index: 16
(PolyU: Hong Kong Polytechnic University),
Eric W. T. Ngai53
Estimated H-index: 53
(PolyU: Hong Kong Polytechnic University),
T.C. Edwin Cheng5
Estimated H-index: 5
(PolyU: Hong Kong Polytechnic University)
This paper presents a critical review of research in end-user information system satisfaction (EUISS). An extensive literature search is conducted from which over 50 EUISS related papers are identified. It is found that the past research is dominated by the expectation disconfirmation approach. To provide more insights into the psychological processing of the information system performance construct and its impact upon EUISS, we propose an integrated conceptual model based on the equity and needs theories. The implications of the proposed model for EUISS are discussed, and suggestions are made for testing the model.
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  • References (116)
  • Citations (158)
Published on Jul 25, 2013
Abraham H. Maslow36
Estimated H-index: 36
Published on Apr 1, 2003in Journal of Management Information Systems3.01
Robert O. Briggs38
Estimated H-index: 38
(TU Delft: Delft University of Technology),
G.J. de Vreede33
Estimated H-index: 33
(TU Delft: Delft University of Technology)
+ 1 AuthorsRalph H. Sprague14
Estimated H-index: 14
is Research Coordinator at the Center for the Management ofInformation at the University of Arizona and Associate Professor of CollaborationEngineering at Delft University of Technology in the Netherlands. He is also Directorof Research and Development for As a reseiu-cher, he has pub-lished more than 60 scholarly works on the theoretical foundations collaboration,and he applies his findings to the development and deployment of collaborative tech-nology to enhance team producti...
Mo Adam Mahmood18
Estimated H-index: 18
(UTEP: University of Texas at El Paso),
Janice M. Burn23
Estimated H-index: 23
(ECU: Edith Cowan University)
+ 1 AuthorsCarmen Jacquez1
Estimated H-index: 1
The level of end-user satisfaction with information technology (IT) has widely been accepted as an indicator of IT success. The present research synthesizes and validates the construct of IT end-user satisfaction using a meta-analysis. It accomplishes this by analysing the empirical results of 45 end-user satisfaction studies published between 1986 and 1998 and by focusing on relationships between end-user satisfaction and nine variables: perceived usefulness, ease of use, user expectations, use...
Published on Apr 1, 1999in Information & Management4.12
Charles E. Downing8
Estimated H-index: 8
(BC: Boston College)
Organizations are increasingly recognizing that user satisfaction with information systems is one of the most important determinants of the success of those systems. However, current satisfaction measures involve an intrusion into the users’ worlds, and are frequently deemed to be too cumbersome to be justified financially and practically. This paper describes a methodology designed to solve this contemporary problem. Based on theory which suggests that behavioral observations can be used to mea...
Omar E.M. Khalil7
Estimated H-index: 7
(Dartmouth College),
Manal M. Elkordy3
Estimated H-index: 3
(Alexandria University)
Published on Mar 8, 1999in Information & Management4.12
Prashant Palvia31
Estimated H-index: 31
Shailendra Palvia13
Estimated H-index: 13
(LIU: Long Island University)
Although there are many articles in the NIS literature which address small-business computing, in effect the organizations represented in these studies are, in many ways, similar to medium- and large-sized organizations. In this article, we focus on businesses that are truly small: they have very few employees and there is no formal NIS department. In this environment, the small business owner/manager is the principal user and has to perform most of the IT functions. For such an environment, an ...
Published on Nov 30, 1998in Information & Management4.12
Susan Joyce11
Estimated H-index: 11
Katherine M. Chudoba15
Estimated H-index: 15
Barbara A. Gutek39
Estimated H-index: 39
(SPbU: Saint Petersburg State University)
Many people in the MIS field have accepted the idea that attitudes affect the frequency and type of computer use but research has provided inconsistent results. This paper, therefore, explores the conditions under which attitudes can predict computer use, investigating both workers' volitional control and their knowledge of the technology. Analyses are based on responses of 168 white-collar employees in 77 computer-using work groups. Attitudes were found to predict the number of hours of compute...
Published on Aug 5, 1998in Information & Management4.12
Maarten Gelderman3
Estimated H-index: 3
(UvA: University of Amsterdam)
Abstract This study investigates the validity of two commonly used measures for the success of information systems ( is ): usage and user satisfaction ( us ). A questionnaire survey among Dutch managers was used to assess the mutual relation between both measures and performance. The results indicate that us is significantly related to performance ( r =0.42). The relation between usage and performance is not significant. A partial correlation after correction for us is not significant either. Th...
Published on Aug 5, 1998in Information & Management4.12
Vikram Sethi10
Estimated H-index: 10
(MSU: Missouri State University),
Ruth C. King12
Estimated H-index: 12
(UIUC: University of Illinois at Urbana–Champaign)
Abstract This study shows that there is a nonlinear relationship between overall user information satisfaction (UIS) and an index created by combining satisfaction responses to various information systems components/attributes. Several instruments have been developed in the IS literature to measure UIS. These measure UIS by asking respondents to rate their satisfaction/dissatisfaction with a variety of IS attributes; for example, EDP services, EDP staff, information products, and involvement in ...
Cited By158
Chao Wang3
Estimated H-index: 3
(Beijing University of Technology),
Ming Lim38
Estimated H-index: 38
(Chongqing University)
+ 3 AuthorsBenjamin Lev12
Estimated H-index: 12
(Drexel University)
Abstract The aim of this study is to reflect on where Omega-The International Journal of Management Science (Omega) comes from and evaluate where Omega currently is in a field that arguably paves the way for the challenging task of identifying future directions and trends. To achieve this goal, this study presents a bibliometric overview of Omega over the past 40 years, from 1979 to 2018. First, this study outlines the basic bibliometric profile of Omega. Second, VOSviewer is employed to visuali...
Hala AlKhatib1
Estimated H-index: 1
(Brunel University London)
─Abstract ─ This paper proposes a conceptual model to explain user acceptance of eGovernment systems considering the diverse layers of user groups. Due to digital division developing countries are providing e-Government services to heterogeneous user groups including non-educated and less skilful citizens for using computer based systems. Therefore this paper considers support quality of eGovernment systems is one of critical success factors and integrates the factor in a widely adopted user acc...
Luis Antonio Joia13
Estimated H-index: 13
Diego Altieri
Abstract E -Hailing Apps (EHA) – mobile device software to order any form of transportation pick up – have become very popular in society due to the swift proliferation of smartphones worldwide. Thus, the scope of this article is to ascertain the antecedents of continued use intention of EHA from the passengers' standpoint. To achieve this, a meta-model was developed via a theoretical background based on theories of information system adoption, diffusion of innovation, trust in virtual environme...
Published on Sep 1, 2018in Health policy and technology1.23
Özel Sebetci2
Estimated H-index: 2
(Adnan Menderes University)
Abstract It is common knowledge in today's globalizing world that the success of health information systems, one of the most primary branches of information technologies, relies on user satisfaction. In the present study within the context of Turkey, a new user satisfaction approach was developed that can be practiced and executed all over the world. While applying Aggelidis and Chatzouglou's EUCS approaches to the previous health information systems (HISs), the effects of the contemporary techn...
Social capital can provide a suitable context for higher human resource productivity in the organization and exploitation of other organizational assets. As the administration of the firms is not possible except with the tools of information technology, IT tools expand the process of social interactions among individuals; they can play a crucial role in the success of exploiting social capital. Research purpose is to consider the importance of social capital in the organization and its impact on...
Ana Paula Cabral Seixas Costa9
Estimated H-index: 9
(UFPE: Federal University of Pernambuco),
Jadielson Alves de Moura1
Estimated H-index: 1
(UFPE: Federal University of Pernambuco)
This article investigates the relationship between the prior knowledge of someone's personality traits and negotiation styles in negotiations supported by web-based negotiation support system NSS and the negotiator's perception of the usefulness of NSS, ease of use of communication mechanisms, and outcome satisfaction. A distributive negotiation problem between dyads was proposed for participants. The dyadic analyses were performed using the actor-partner interdependence model. As a result, the ...
Published on Dec 29, 2017in Industrial Management and Data Systems3.73
Li Xiang2
Estimated H-index: 2
(USTC: University of Science and Technology of China),
Xiabing Zheng7
Estimated H-index: 7
(USTC: University of Science and Technology of China)
+ 1 AuthorsMatthew K. O. Lee42
Estimated H-index: 42
Purpose The purpose of this paper is to integrate broaden theoretical perspectives in the investigation of the key antecedents of consumers’ continuous review contribution behavior on restaurant guide online opinion platforms (OOPs). Integrating both rational and relational theoretical perspectives with an extension of the investment model, a research model was proposed to explain what factors influence consumers’ intention to continuously contribute electronic WOM (eWOM) on OOPs. Design/methodo...
Zuhura D. Omary (UDSM: University of Dar es Salaam), Ellen Kalinga2
Estimated H-index: 2
(UDSM: University of Dar es Salaam)
The Ministry of Health Community Development Gender Elders and Children through Medical Store Department has been implementing electronic Logistic Management Information System (eLMIS) in order to streamline the flow of health commodities in the country. Approximately, there are more than 500 registered district pharmacists who use the system on daily basis. While the acceptance of the system is positive, long-term success depends on its continued use which is determined by users’ satisfaction w...
Mona Althonayan1
Estimated H-index: 1
Abraham Althonayan1
Estimated H-index: 1
Purpose Enterprise resource planning (ERP) systems are complex and comprehensive software designed to integrate business processes and functions. Despite the difficulties and risk, the adoption of ERP systems is expanding rapidly. Universities make large investments in information systems and expect positive impacts. However, universities are facing serious challenges in implementing new technology. Therefore, this research aims to evaluate the impact of ERP systems on higher education (HE) from...
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