Computer User Satisfaction - The Problem of Defining user Satisfaction

The Problem of Defining user Satisfaction

As none of the instruments in common use really rigorously define their construct of user satisfaction, some scholars such as Cheyney, Mann and Amoroso (1986) have called for more research on the factors which influence the success of end-user computing. Little subsequent effort which sheds new light on the matter exists, however. All factor-based instruments run the risk of including factors irrelevant to the respondent, while omitting some that may be highly significant to him/her. Needless to say, this is further exacerbated by the ongoing changes in information technology.

In the literature there are two definitions for user satisfaction, ‘User satisfaction’ and ‘User Information Satisfaction’ are used interchangeably. According to Doll and Torkzadeh (1988) ‘user satisfaction’ is defined as the opinion of the user about a specific computer application, which they use. Ives et al. (1983) defined ‘User Information Satisfaction’ as “the extent to which users believe the information system available to them meets their information requirements.” Other terms for User Information Satisfaction are “system acceptance” (Igersheim, 1976), “perceived usefulness” (Larcker and Lessig, 1980), “MIS appreciation” (Swanson, 1974) and “feelings about information system” (Maish, 1979). Ang en Koh (1997) have described user information satisfaction (UIS) as “a perceptual or subjective measure of system success”. This means that user information satisfaction will differ in meaning and significance from person to person. In other words, users who are equally satisfied with the same system according to one definition and measure may not be equally satisfied according to another.

Several studies have investigated whether or not certain factors influence the UIS; for example, those by Yaverbaum (1988) and Ang and Soh (1997). Yaverbaum's (1988) study found that people who use their computer irregularly tend to be more satisfied than regular users. Ang en Soh's(1997)research, on the other hand, could find no evidence that computer background affects UIS.

Mullany, Tan and Gallupe (2006) do essay a definition of user satisfaction, claiming that it is based on memories of the past use of a system. Conversely motivation, they suggest, is based on beliefs about the future use of the system. (Mullany et al., 2006).

The large number of studies over the past few decades, as cited in this article, shows that user information satisfaction remains an important topic in research studies despite somewhat contradictory results.