Determinants of computer user expectations and their relationships with user satisfaction: An empirical study

Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach

“…It is one of the primary theories for explaining 13 satisfaction in the marketing literature (Yi 1990). A number of IS researchers also found that 14 the expectations of IS end users have an impact on their levels of overall satisfaction with IS 15 (Ryker et al 1997;Bhattacherjee 2001). While contradictory findings have been obtained for 16 the relationships between disconfirmed expectation and user satisfaction (Churchill and Surprenant 1982;Tse and Wilton 1988), it is believed that such a problem is mainly due to the different types of hierarchical expectations (ranging from desired to minimally tolerable) that consumers bring to product experiences during the evaluation process (Spreng and …”

The Formation of Employee Satisfaction with Airline Information Systems

“…The expectation disconfirmation theory that was originally developed in marketing is one of the primary and widely adopted theories for explaining IS satisfaction (Suh et al, 1994;Ryker, Nath, & Henson, 1997). The expectation disconfirmation theory suggests that consumer satisfaction is based not only on product performance but also on product performance relative to prior expectations (Oliver, 1980;Tse & Wilton, 1988).…”

“…On the other hand, if expectations are met (i.e., zero disconfirmation) or performance exceeds expectations (positive disconfirmation), then consumers will be satisfied. Some previous studies have found the expectation disconfirmation level of the end user of an IS has an significant impact on their overall satisfaction level with the system (Suh, et al 1994;Ryker et al, 1997;Thong, Hong, & Tam, 2006). While contradictory findings have been obtained for the relationships between disconfirmed expectation and user satisfaction in several other studies (Churchill & Surprenant, 1982;Tse & Wilton, 1988), it is believed that such a problem is mainly due to the different types of hierarchical expectations (ranging from desired to minimally tolerable) that consumers bring to product experiences during the evaluation process (Chin & Lee, 1997).…”

Information systems evaluation and the search for success: lessons for LIS research

“…Ryker, Nath and Henson (1997) have shown how the context of a users expectations strongly influences hislher satisfaction judgements. Furthermore, a study by Ha1coussis et a1.…”