User Satisfaction Research in Information Systems: Historical Roots and Approaches

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.

Content Validity and Telemedicine Satisfaction Measures

“…Others show that satisfaction's influence on patient attitudes towards their care can affect their compliance with treatment plans and ongoing needs [13]. Yet while satisfaction is an important consideration for telemedicine evaluations, it remains a complex and often misunderstood construct [5]. Satisfaction can be based on both cognitive evaluations and emotional reactions [14].…”

“…Satisfaction can be based on both cognitive evaluations and emotional reactions [14]. It is considered a multi-dimensional construct that can be viewed from both outcome oriented and processoriented perspectives [5]. In the IS literature satisfaction is often viewed as an antecedent for evaluation of system success [15].…”

“…Differences in the way satisfaction's complexity is modeled can impact the results of evaluations [5]. Research has discussed the importance of fully defining similar complex constructs and their dimensions [8].…”

“…To evaluate telemedicine systems, researchers often examine factors such as patient satisfaction [3,4]. However, because of different views of the meaning of satisfaction and its complexities, findings can be difficult to generalize and compare [5].…”

“…This research discusses experiences and findings during testing for content validity of a questionnaire to evaluate dimensions of patient satisfaction with telemedicine. While studies on satisfaction are typical in the IS literature [5], telemedicine differs in its service dependencies [11]. For a telemedicine video service for example satisfaction can depend on both the technology's ability to deliver content as well as a provider's ability to establish rapport with a patient.…”