User Satisfaction with Information Systems: A Comprehensive Model of Attribute Satisfaction

Satisfaction with information systems (IS), as an indicator of IS success, has been the subject of many studies since the inception of the field. Understanding the basis on which users form their perceptions of satisfaction has been a key area of focus. Of the many factors that have been studied, it is suggested that information quality, system quality and service quality are three major antecedents of user satisfaction with an IS. However, most studies have included only one or two of these determinants in their user satisfaction models. Prior studies have also been mostly concerned with information quality and system quality with later studies focusing on or including service quality. Further, most studies focus on the evaluative processes (i.e. assessments of quality) that inform user satisfaction. Only a few consider the outcome of these evaluations (e.g. information satisfaction, system satisfaction) and their role in determining overall user satisfaction, where overall satisfaction represents a summary judgment of one’s satisfaction with the individual aspects (or attributes) that make up the IS being evaluated. This is particularly important as satisfaction with aspects (or attributes) of an object or experience is considered a more direct and hence a more accurate predictor of overall satisfaction. This study therefore investigates the effects of three aspects of user satisfaction (i.e. information satisfaction, system satisfaction, and service satisfaction) on overall satisfaction with an IS. To investigate overall user satisfaction with an IS, this study proposes an attribute-level model of satisfaction. This model suggests that overall user satisfaction is a summary outcome of user satisfaction with three key aspects – the information output, the technical system and the supporting services – associated with a specific information system. It further specifies that user satisfaction with each of these aspects is derived from user satisfaction with individual attributes linked to each aspect (e.g. the accuracy, format and completeness of the information outputs received). The attribute-level model provides us with greater analytical and diagnostic capabilities compared to process models, which focus on the evaluative processes underlying satisfaction formation. By shifting the focus of investigation from process to outcomes (i.e. attribute-level satisfaction) this study also provides both practitioners and academics with an instrument to identify the IS attributes that are most important to overall user satisfaction. To that end, this dissertation develops and validates a survey instrument to measure user satisfaction with IS following the proposed model. It tests the model and instrument using undergraduate students enrolled in a core business class at the University of Houston as subjects. Students’ overall satisfaction as well as their satisfaction with key aspects and respective attributes of the PeopleSoft system currently in use at University of Houston is measured through the proposed model and instrument. The results of the statistical analyses confirm the validity and reliability of the model and instrument and provide further insights for future research.Decision and Information Sciences, Department o

Incorporating Clicks, Attention and Satisfaction into a Search Engine Result Page Evaluation Model

Modern search engine result pages often provide immediate value to users and organize information in such a way that it is easy to navigate. The core ranking function contributes to this and so do result snippets, smart organization of result blocks and extensive use of one-box answers or side panels. While they are useful to the user and help search engines to stand out, such features present two big challenges for evaluation. First, the presence of such elements on a search engine result page (SERP) may lead to the absence of clicks, which is, however, not related to dissatisfaction, so-called "good abandonments." Second, the non-linear layout and visual difference of SERP items may lead to non-trivial patterns of user attention, which is not captured by existing evaluation metrics. In this paper we propose a model of user behavior on a SERP that jointly captures click behavior, user attention and satisfaction, the CAS model, and demonstrate that it gives more accurate predictions of user actions and self-reported satisfaction than existing models based on clicks alone. We use the CAS model to build a novel evaluation metric that can be applied to non-linear SERP layouts and that can account for the utility that users obtain directly on a SERP. We demonstrate that this metric shows better agreement with user-reported satisfaction than conventional evaluation metrics.Comment: CIKM2016, Proceedings of the 25th ACM International Conference on Information and Knowledge Management. 201

An Auditing Approach for ERP Systems Examining Human Factors that Influence ERP User Satisfaction

This paper tries to connect the successful implementation and operation of the ERP (Enterprise Resource Planning) information systems with people and their characteristics through a pilot survey. It examines the human factors that influence ERP user satisfaction. The presented survey tests 14 hypotheses and is based on the model developed by Zviran, Pliskin & Levin [21]. An additional factor has been added to the specified model, the self-efficacy factor analyzed by Bandura [1]. The results are based on 250 ERP users that responded to the survey. The key findings that were revealed by data analysis were that none of the human socio-demographic characteristics do influence ERP user satisfaction. Additionally it was found that perceived usefulness and self-efficacy are the key directors of the ERP user satisfaction. Moreover suggestions are given about how the companies should handle ERP usage in order to develop the prerequisites for increasing user satisfaction and productivity accordingly.ERP Audit, User Satisfaction, Perceived Usefulness

An assessment of business intelligence in public hospitals

In this paper, DeLone and McLean\u27s information systems success model is empirically tested on 12 public hospitals in Denmark. The study aims to investigate the factors that contribute to business intelligence (BI) success. 1,352 BI end-users answered the questionnaire. A partial least square structural equation model was used to empirically test the model. We find that system quality is positively and significantly associated with use and user satisfaction, and that information quality is positively and significantly associated with user satisfaction. User satisfaction is positively and significantly related to individual impact. The other paths in the model are insignificant. Our findings also provide empirical support for the role of user satisfaction as a mechanism that mediates the relationship between information quality or system quality and individual impact. User satisfaction is not only a critical construct in the information systems success model but it also serves as a mediator. Generally, the model finds empirical support, as it has a good fit and predictive value

User developed applications and information systems success: A test of DeLone and McLean's model

DeLone and McLean’s (1992) model of information systems success has received much attention amongst researchers. This study provides the first empirical test of an adaptation of DeLone and McLean’s model in the user-developed application domain. The model tested was only partially supported by the data. Of the nine hypothesized relationships tested, four were found to be significant and the remainder not significant. The model provided strong support for the relationships between perceived system quality and user satisfaction, perceived information quality and user satisfaction, user satisfaction and intended use, and user satisfaction and perceived individual impact. This study indicates that user perceptions of information systems success play a significant role in the user-developed application domain. There was, however, no relationship between user developers’ perceptions of system quality and independent experts’ evaluations, and user ratings of individual impact were not associated with organizational impact measured as company performance in a business simulation. Further research is required to understand the relationship between user perceptions of IS success and objective measures of success, and to provide a model of IS success appropriate to end user development

A Work System Theory Perspective on User Satisfaction: Using Multiple Case Studies to Propose a Work System Success Model

In this paper we use multiple case studies and apply work system theory to them to better understand user satisfaction in each case. Based on the IS success model and the three case studies we conclude that beside the classic investigated objects information and technology as proposed by the IS success model also additional component of a work system influence user satisfaction. In particular we identified that work practices and also the relation between work practices, information and technologies have an influence on user satisfaction. We also revealed products/services and customers as potential drivers of user satisfaction and analyzed individual, environmental, strategical, and infrastructure characteristics as important contextual factors. Therefore, we suggest a work system success model for an extended understanding of user satisfaction that should better guide organizations when designing and implementing information systems

INFORMATION QUALITY DIMENSIONS: TWO EXPLORATORY CASE STUDIES WITH ENTERPRISE CONTENT MANAGEMENT SYSTEM USERS

Using two explorative case studies we theorize in this paper about information quality as one variable of the IS success model explaining user satisfaction. We derive four dimensions of information quality which have a diverse and unique impact on user satisfaction: information characteristics, information access and security, information format, and task-information fit. Moreover, we identify contextual factors such as the pace of information change and update, legal and compliance requirements, and employees’ skills which determine the importance of each dimensions for explaining user satisfaction. This more nuanced view of information quality as one component of the IS success model enables a better guidance of organizations in improving information quality to increase user satisfaction. There-fore, several organizational interventions are discussed that can be used to improve information quali-ty by focusing on each of the four unique information quality dimensions separately

Evaluation of Academic Information System Using Delone and Mclane Success Model: A Case Study ff Academic Information System Hasanuddin University

This study examines the effectiveness of the utilization (individual impact) of academic information systems at Hasanuddin University using the DeLone and McLean information system success model. This model has seven hypotheses to examine the construct relationships including system quality predicts user satisfaction (H1), information quality predicts user satisfaction (H2), system quality predicts actual use (H3), information quality predicts actual use (H4), user satisfaction predicts actual use (H5a), actual use predicts user satisfaction (H5b), user satisfaction predicts individual impact (H6), and actual use predicts individual impact (H7). We use structural equation modeling with Partial Least Square technique. The results show that H1, H2, H6, H7 have a significant positive impact and the remaining hypothesis have no significant positive impact. In conclusion, indicators that influence the effectiveness of using the system are on the system quality variable and the quality of information with the greatest influence on the quality of information