Computer user satisfaction

About: Computer user satisfaction is a research topic. Over the lifetime, 3475 publications have been published within this topic receiving 132748 citations.

An empirical study of the impact of user involvement on system usage and information satisfaction

Abstract: "User involvement" in information system development is generally considered an important mechanism for improving system quality and ensuring successful system implementation. The common assumption that user involvement leads to system usage and/or information satisfaction is examined in a survey of 200 production managers. Alternative models exploring the causal ordering of the three variables are developed and tested via path analysis. The results demonstrate that user involvement in the development of information systems will enhance both system usage and the user's satisfaction with the system. Further, the study provides evidence that the user's satisfaction with the system will lead to greater system usage.

Measuring user participation, user involvement, and user attitude

Abstract: Defining user participation as the activities performed by users during systems development, user involvement as the importance and personal relevance of a system to its user, and user attitude as the affective evaluation of a system by the user, this study aims to: (1) develop separate measures of user participation, user involvement, and user attitude, (2) identify key dimensions of each construct, and (3) investigate the relationships among them. Responses from users in organizations developing new information systems were used to create an overall scale measuring user participation (along with three subscales reflecting the dimensions of responsibility, user-IS relationship, and hands-on activities), an overall scale measuring user involvement (along with two subscales reflecting the dimensions of importance and personal relevance), and a scale measuring user attitude. Analysis of the data provides evidence for the reliability and validity of the three constructs and their dimensions. User participation has long been considered a key variable in the successful development of information systems. However, past research has failed to clearly demonstrate its benefits. The measures developed in this study provide a useful starting point for deciphering the precise nature of the relationship among user participation, involvement, and attitude during systems implementation.

Investigating user resistance to information systems implementation: a status quo bias perspective

Abstract: User resistance to information systems implementation has been identified as a salient reason for the failure of new systems and hence needs to be understood and managed. While previous research has explored the reasons for user resistance, there are gaps in our understanding of how users evaluate change related to a new information system and decide to resist it. In particular, missing in the explanation of user decision making is the concept of status quo bias, that is, that user resistance can be due to the bias or preference to stay with the current situation. Motivated thus, this study develops a model to explain user resistance prior to a new IS implementation by integrating the technology acceptance and resistance literatures with the status quo bias perspective. The results of testing the model in the context of a new enterprise system implementation indicate the central role of switching costs in increasing user resistance. Further, switching costs also mediate the relationship between other antecedents (colleague opinion and self-efficacy for change) and user resistance. Additionally, perceived value and organizational support for change are found to reduce user resistance. This research advances the theoretical understanding of user acceptance and resistance prior to a new IS implementation and offers organizations suggestions for managing such resistance.

User involvement: A review of the benefits and challenges

Abstract: User involvement is a widely accepted principle in development of usable systems. However, it is a vague concept covering many approaches. This study first clarifies the nature of user involvement and its expected benefits, and secondly reviews three streams of research, to evaluate the benefits and problems of varied user involvement approaches in practice. The particular focus of this study is on the early activities in the development process. An analysis of the literature suggests that user involvement has generally positive effects, especially on user satisfaction, and some evidence exists to suggest that taking users as a primary information source is an effective means of requirements capture. However, the role of users must be carefully considered and more cost-efficient practices are needed for gathering users' implicit needs and requirements in real product development contexts.

Perceived Service Quality and User Satisfaction with the Information Services Function

Abstract: A constant concern of management information systems (MIS) researchers and practitioners has been improving user satisfaction with the information services function (USISF). Due to the growth of end-user computing, decentralization, and alternative sources of supply, an organization's information services function (ISF) is now faced with serving customers that possess substantial discretion in their use and purchase of information systems (IS) services. This increasingly market-oriented environment demands sensitivity to IS customers' expectations and perceived value of ISF services. One important source of guidance in such an IS management environment is to look at marketing literature for frameworks that may permit the ISF to more effectively determine and convey the value of their services. Recognizing the need to improve existing MIS measures of user satisfaction with the ISF, this study adapts the SERVQUAL measure from marketing to provide more specific information about user satisfaction with the information service function. It was found that, while the three original dimensions of the traditional user information satisfaction (UIS) measure remain strong predictors of overall ISF user satisfaction, two aspects of IS service quality, “reliability” and “empathy,” are also significant predictors. The results suggest that the original dimensions of UIS may not be comprehensive enough to capture the more detailed dimensions of ISF service quality in SERVQUAL, and that the reliability and empathy dimensions of service quality may be needed to supplement the traditional UIS measure in determining user satisfaction with the information services function. Implications for research and practice resulting from these findings are discussed.