KM Information e-Portal User Satisfaction: The Asymmetric and Non-Linear Impact of Perceived Performance and Expectation Disconfirmation

Project: Research

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User satisfaction is an important measure of information systems (IS) success. Past research in IS user satisfaction primarily adopts the conventional “key-driver analysis” approach assuming that antecedent variables symmetrically and linearly affect user satisfaction. However, recent research suggests that relationships in IS satisfaction models are more complex. Negative user experience may do a lot more harm to satisfaction than originally expected (asymmetry), and user satisfaction is more sensitive at intermediate levels of perceived performance/disconfirmation than at higher levels (diminishing sensitivity). Relying solely on symmetric and linear models runs the risk of systematically misestimating the impact of the antecedent variables on user satisfaction. Thus, this study aims to investigate the asymmetric and nonlinear impact of perceived performance and expectation disconfirmation on IS user satisfaction. The researchers will develop and empirically test an asymmetric and nonlinear IS user satisfaction model in the context of a knowledge management (KM) e-portal (as an example of information intensive IS). Through discovering the salient KM system attributes and recognizing the asymmetric and nonlinear cognitive responses underlying information satisfaction, this study will contribute to cognitive IS research in general and theories in IS user satisfaction in particular, and provide new insights to practitioners on KM e-portal design priorities.


Project number9041284
Grant typeGRF
Effective start/end date1/12/0725/02/11