An integration of the notions of user dissatisfaction and discrepancy in information systems: Model development and empirical support

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1994-08

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Abstract

The notion of user satisfaction (US) in information systems has received much attention over the past two decades. Despite this attention, there has been little progress toward a stream of research that is consistent and replicable. This lack of progress has been attributed to inadequate conceptual development of the US construct. Inadequate conceptual development has resulted in varied definitions and operationalizations of US, and has contributed to results that are Inconclusive, inconsistent, and contradictory. US, which incorporates a fulfillment perspective, has been the tradition construct used to operationalize the broader construct of a user's affective response (UAR) to an information system. This study suggests that perhaps US in its current form may not be the only or best way to operationalize UAR. This study examines other theory-based notions of UAR and their capabilities to tap into the more general construct of UAR to an information system. Combining several classical models of satisfaction and incorporating research done on satisfaction in the referent disciplines of organizational behavior and consumer behavior, a broader and more comprehensive model of UAR is proposed and developed. The UAR model provides a framework for investigating discrepancy and dissatisfaction, two notions that previous work may have neglected.

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Keywords

Information storage and retrieval systems -- Evaluation, Information storage and retrieval systems -- Education -- Evaluation, Consumer satisfaction -- Case studies

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