A Lack of Theoretical Underpinning
Another difficulty with most of these instruments is their lack of theoretical underpinning by psychological or managerial theory. Exceptions to this were the model of web site design success developed by Zhang and von Dran (2000), and a measure of user satisfaction with e-portals, developed by Cheung and Lee (2005). Both of these models drew upon Herzberg’s two-factor theory of motivation. Consequently, their factors were designed to measure both 'satisfiers' and 'hygiene factors'. However, Herzberg’s theory itself is criticized for failing to distinguish adequately between the terms motivation, job motivation, job satisfaction, and so on. Islam (2011) in a recent study found that the sources of dissatisfaction differs from the sources of satisfaction. He found that the environmental factors (e.g., system quality) were more critical to cause dissatisfaction while outcome specific factors (e.g., perceived usefulness) were more critical to cause satisfaction.
Read more about this topic: Computer User Satisfaction
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