A critical review of end-user information system satisfaction research and a new research framework

Research output: Journal article publicationJournal articleAcademic researchpeer-review

141 Citations (Scopus)


This paper presents a critical review of research in end-user information system satisfaction (EUISS). An extensive literature search is conducted from which over 50 EUISS related papers are identified. It is found that the past research is dominated by the expectation disconfirmation approach. To provide more insights into the psychological processing of the information system performance construct and its impact upon EUISS, we propose an integrated conceptual model based on the equity and needs theories. The implications of the proposed model for EUISS are discussed, and suggestions are made for testing the model.
Original languageEnglish
Pages (from-to)451-478
Number of pages28
Issue number6
Publication statusPublished - 1 Dec 2002


  • Cost-benefit analysis
  • Information systems
  • Measurement
  • Satisfaction

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Information Systems and Management

Cite this