Effect of the quality of user documentation on user satisfaction with information systems

Gemoets, Leopoldo A.; Mahmood, Mo Adam

doi:10.1016/0378-7206(90)90063-n

Cited by 22 publications

(20 citation statements)

References 15 publications

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“…Information timeliness was highligh ed in about 47.7% of the studies followed by information format (45.5%) and information relevancy (43.2%). [ 2 , 5 , 7 - 16 , 18 - 20 , 23 - 27 , 31 , 32 , 34 - 36 , 39 - 47 ].…”

Section: Resultsmentioning

confidence: 99%

Factors Influencing User Satisfaction with Information Systems: A Systematic Review

Kalankesh

Nasiry

Fein

et al. 2020

GMJ

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User satisfaction has been considered as the measure of information system effectiveness success. User satisfaction is difficult to define but is considered an evaluation construct. Globally health organizations, particularly hospitals, invest a huge amount of money on information system projects. If hospital information systems (HISs) are to be successful, factors influencing or related to user satisfaction should be taken into account at the time of designing, developing or adopting such systems. The current study aimed to provide a comprehensive review of factors related to user satisfaction with information systems. The researchers systematically searched PubMed, Science Direct, and IEEE electronic databases for articles published from January 1990 to June 2016. A search strategy was developed using a combination of the following keywords: “model,” “user satisfaction,” “information system,” “measurement,” “instrument,” and “ tool.” Reported dimensions, factors, and their possible influence on user satisfaction with information systems were extracted from the studies wherever was possible. Overall factors influencing user satisfaction with information systems can be categorized in seven dimensions: Information quality, system quality, vendor support quality, system use, perceived usefulness, user characteristics, and organizational structure& management style. If all these factors are considered properly in the process of developing, designing, implementing, or purchasing information systems, the higher user satisfaction with the system will be likely. Otherwise, it would end up with unsatisfied users that will finally contribute to the system failure. [GMJ.2020;9:e1686]

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Section: Resultsmentioning

confidence: 99%

Factors Influencing User Satisfaction with Information Systems: A Systematic Review

Kalankesh

Nasiry

Fein

et al. 2020

GMJ

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“…Moreover, information systems scholars have been concerned with definitions of quality in information systems research. Information systems researchers have attempted to define data quality [21], information quality [23], software/system quality [35], documentation quality [14], information systems function service quality [22], and global information systems quality [31]. More recently, there has been some effort to define quality in the context of the Internet [25].…”

Section: The Concept Of Quality In Is Researchmentioning

confidence: 99%

Developing and validating an instrument for measuring user-perceived web quality

Aladwani

Palvia

2002

Information & Management

902

525

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“…Because researchers have posited various criteria to reflect document quality, providing a consensual definition of document quality has not been accomplished (Schriver, 1993; Smart, Seawright, & DeTienne, 1995). According to our review of the document quality literature, a quality document should be accessible, accurate, well‐written, aimed at a specific audience, appropriate, complete, concise, flexible, functional, legible, neither too technical nor too simple, organized, readable, retrievable, straightforward, understandable, and should have clear content, a useable structure, consistent terminology, and appropriate images and diagrams (Ganier, 2004; Gemoets & Mahmood, 1990; Gudknecht, 1982; Perryman, 1985; Smart & Whiting, 2002; TCeurope, 2004; Toms, 1982; van Duyn, 1985). Guillemette (1990) viewed document quality as a multidimensional construct: document quality is the extent to which the consumer perceives the document as being comprehensible, fit, task relevant, credible, demonstrative, and systematically arranged.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

“…Despite the existence of problems with the linguistic level of documents (TCeurope, 2005), the dimension of language quality has received little attention in empirical work. For instance, Gemoets and Mahmood (1990) indicated that a quality document should be well written . Similarly, Wright (1981) asserted that incomprehensible information entails serious problems in instruction guides.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

The effects of document language quality on consumer perceptions and intentions

2010

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This article establishes a link between language quality in the documentation accompanying a product and consumers' evaluations of, and behavioural intentions towards, both the product and the manufacturer. In a laboratory experiment, 116 participants assembled a product using assembly guides with different language quality levels. Results show that language quality affects document evaluation, which spills over to the evaluations of both the product and the manufacturer. Findings also indicate that the documentation accompanying a product is a vital extrinsic cue used by consumers to evaluate both the product and the manufacturer, which implies that these documents are secondary products that add value to the primary product. Theoretical and managerial implications of these findings are discussed. Copyright © 2010 ASAC. Published by John Wiley & Sons, Ltd.

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Effect of the quality of user documentation on user satisfaction with information systems

Cited by 22 publications

References 15 publications

Factors Influencing User Satisfaction with Information Systems: A Systematic Review

Factors Influencing User Satisfaction with Information Systems: A Systematic Review

Developing and validating an instrument for measuring user-perceived web quality

The effects of document language quality on consumer perceptions and intentions

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