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

Norman Au; Wai Ting Ngai; Edwin Tai Chiu Cheng

doi:10.1016/S0305-0483(02)00054-3

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

Norman Au, Wai Ting Ngai, Edwin Tai Chiu Cheng

Research output: Journal article publication › Journal article › Academic research › peer-review

156 Citations (Scopus)

Abstract

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 language	English
Pages (from-to)	451-478
Number of pages	28
Journal	Omega
Volume	30
Issue number	6
DOIs	https://doi.org/10.1016/S0305-0483(02)00054-3
Publication status	Published - 1 Dec 2002

Keywords

Cost-benefit analysis
Information systems
Measurement
Satisfaction

ASJC Scopus subject areas

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

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10.1016/S0305-0483(02)00054-3

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

Abstract

Keywords

ASJC Scopus subject areas

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