User Satisfaction Research in Information Systems: Historical Roots and Approaches

Abstract

Abstract:User satisfaction with information systems (IS) is considered an important indicator of information systems success and has been the subject of numerous research studies since the field's inception. In this paper, we review the user satisfaction research in the IS field. We discuss the roots of user satisfaction research as it pertains to satisfaction studies in marketing research and how these studies have been used to inform the IS context. We also discuss how the study of user satisfaction and use of the construct in IS research has evolved and matured over time. Finally, we discuss antecedents and outcomes of user satisfaction identified in IS research and provide suggestions for future research.

Defining Dimensions of Patient Satisfaction with Telemedicine: An Analysis of Existing Measurement Instruments

“…Satisfaction has historically been used as a means of measuring IS effectiveness and success [27,28]. However satisfaction can also be viewed as a factor contributing to the usability of a system that is based in part on the user experience [29].…”

“…While research into satisfaction is still relatively young in the HCI literature, satisfaction remains a major part of IS research [27,30,31]. Even within the IS literature there is no consensus on how to define satisfaction or what it consists of.…”

“…Even within the IS literature there is no consensus on how to define satisfaction or what it consists of. In a historical review of the IS literature [27] classified studies based on the authors' approach towards defining satisfaction. One approach is described as a process oriented approach.…”

“…The second approach is an outcome oriented approach. The outcome oriented approach views satisfaction as an "outcome of a consumption process" [27]. In this approach researchers focus on defining related constructs that either influence or are influenced by satisfaction.…”

The IS History Initiative: Continued Efforts and Results

“…One of the longest topics in the IS field, user satisfaction research has attracted a lot of attention and a historical view of this line of research is well deserved. Vaezi et al (2016) go to the intellectual roots of this line of research in reference fields and its appropriation to the IS context, the definitions, the measures, the antecedents, the outcomes, and related theories and paradigms. Despites its long time popularity, the authors believe that there are additional issues to be explore in this line of research.…”