Computer User Satisfaction and Cognitive Style
A study by Mullany (2006) showed that during life of a system, satisfaction from users will on average increase in time as the users' experiences with the system increase. Whilst the overall findings of the studies showed only a weak link between the gap in the users' and analysts' cognitive style (measured using the KAI scales) and user satisfaction, a more significant link was found in the regions of 85 and 652 days into the systems' usage. This link shows that a large absolute gap between user and analyst cognitive styles often yields a higher rate of user dissasitfaction than a smaller gap. Furthermore, an analyst with a more adaptive cognitive style than the user at the early and late stages (approximately days 85 and 652) of system usage tends to reduce user dissatisfaction.
Mullany, Tan and Gallupe (2006) devised an instrument (the System Satisfaction Schedule (SSS)), which utilizes user generated factors (that is, almost exclusively, and so avoids the problem of the dating of factors. Also aligning themselves to Herzberg, these authors argue that the perceived usefulness (or otherwise) of tools of the trade are contextually related, and so are special cases of hygiene factors. They consequently define user satisfaction as the absence of user dissatisfaction and complaint, as assessed by users who have had at least some experience of using the system. In other words, satisfaction is based on memories of the past use of a system. Motivation, conversely, is based on beliefs about the future use of the system. (Mullany et al., 2007, p. 464)
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