Computer user satisfaction: Difference between revisions

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==The Problem of Defining Computer User Satisfaction==

In the literature, there are a variety of terms for computer user satisfaction (CUS): "user satisfaction" and "user information satisfaction," (UIS) "system acceptance,"<ref>{{Cite book |last=Igersheim |first=Roy H. |chapter=Managerial response to an information system |date=1976-06-07 |title=Proceedings of the June 7-107–10, 1976, national computer conference and exposition on -– AFIPS '76 |chapter-url=https://dl.acm.org/doi/10.1145/1499799.1499918 |___location=New York, NY, USA |publisher=Association for Computing Machinery |pages=877–882 |doi=10.1145/1499799.1499918 |isbn=978-1-4503-7917-5}}</ref> "perceived usefulness,"<ref>{{Cite journal |last1=Larcker |first1=David F. |last2=Lessig |first2=V. Parker |date=1980 |title=Perceived Usefulness of Information: A Psychometric Examination |url=https://onlinelibrary.wiley.com/doi/10.1111/j.1540-5915.1980.tb01130.x |journal=Decision Sciences |language=en |volume=11 |issue=1 |pages=121–134 |doi=10.1111/j.1540-5915.1980.tb01130.x |issn=1540-5915|url-access=subscription }}</ref> "MIS appreciation,"<ref>{{Cite journal |last=Swanson |first=E. Burton |date=1 October 1974 |title=Management Information Systems: Appreciation and Involvement |url=https://pubsonline.informs.org/doi/10.1287/mnsc.21.2.178 |journal=Management Science |volume=21 |issue=2 |pages=178–188 |doi=10.1287/mnsc.21.2.178 |issn=0025-1909 |via=InformsPubsOnLine|url-access=subscription }}</ref> "feelings about information system's,"<ref>{{Cite journal |last=Maish |first=Alexander M. |date=March 1979 |title=A User's Behavior toward His MIS |url=https://www.jstor.org/stable/249147 |url-status=dead |journal=MIS Quarterly |volume=3 |issue=1 |pages=39–52 |doi=10.2307/249147 |jstor=249147 |issn=0276-7783 |viaurl-access=JSTORsubscription }}</ref> and "system satisfaction".<ref>{{Cite journal |last1=Khalifa |first1=Mohamed |last2=Liu |first2=Vanessa |date=2004-01-01 |title=The State of Research on Information System Satisfaction |url=https://aisel.aisnet.org/jitta/vol5/iss4/4/ |journal=Journal of Information Technology Theory and Application (JITTA) |volume=5 |issue=4 |issn=1532-4516}}</ref> For our purposes, we will refer to CUS, or user satisfaction. Ang and Koh (1997) describe user information satisfaction as "a perceptual or subjective measure of system success."<ref>{{cite journal

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Several studies have investigated whether or not certain factors influence the CUS. Yaverbaum's study found that people who use their computers irregularly tend to be more satisfied than regular users.<ref>{{Cite journal |last=Yaverbaum |first=Gayle J. |date=1988 |title=Critical Factors in the User Environment: An Experimental Study of Users, Organizations and Tasks |url=https://www.jstor.org/stable/248807 |journal=MIS Quarterly |publication-date=March 1988 |volume=12 |issue=1 |pages=75–88 |doi=10.2307/248807 |jstor=248807 |issn=0276-7783 |access-date=8 January 2025 |viaurl-access=Jstorsubscription }}</ref>

Mullany, Tan, and Gallupe claim that CUS is chiefly influenced by prior experience with the system or an analogue. Conversely, motivation, they suggest, is based on beliefs about the future use of the system.<ref name=":1" />