TY - GEN
T1 - A PROPOSED MODEL AND MEASUREMENT INSTRUMENT FOR THE FORMATION OF IS SATISFACTION
T2 - 21st International Conference on Information Systems (ICIS 2000)
AU - Chin, Wynne W.
AU - Lee, Matthew K. O.
N1 - Publication details (e.g. title, author(s), publication statuses and dates) are captured on an “AS IS” and “AS AVAILABLE” basis at the time of record harvesting from the data source. Suggestions for further amendments or supplementary information can be sent to [email protected].
PY - 2000/12/10
Y1 - 2000/12/10
N2 - This paper presents a model that explicitly defines satisfaction and the antecedent factors that help form it. The model distinguishes between the notions of expectations and desires and argues that both have an impact on overall satisfaction in the form of the difference between priors and post hoc usage perceptions coupled with the individual’s evaluation of these discrepancies. These two types of satisfaction, in turn, will have both direct and multiplicative impact on overall satisfaction. Given this understanding, we highlight possible limitations in existing instruments and provide a solution for creating new measures that should overcome these limitations. A complete set of measures is provided in this paper for future empirical testing, which are general enough to allow researchers to create measures for other aspects related to IS satisfaction beyond those targeted in this paper. We employ our model within the context of the five satisfaction areas outlined by Doll and Torzadeh (1988). Building upon their initial set of perceptual measures, we examine whether there are indeed two types of discrepancy effects, whether there are multiplicative effects for each discrepancy, and whether there is a higher order interaction between the two discrepancy components. Partial least squares analyses of data consisting of over 200 instructional staff member at a large university related to their satisfaction with an online grading system are employed and the results presented at the conference.
AB - This paper presents a model that explicitly defines satisfaction and the antecedent factors that help form it. The model distinguishes between the notions of expectations and desires and argues that both have an impact on overall satisfaction in the form of the difference between priors and post hoc usage perceptions coupled with the individual’s evaluation of these discrepancies. These two types of satisfaction, in turn, will have both direct and multiplicative impact on overall satisfaction. Given this understanding, we highlight possible limitations in existing instruments and provide a solution for creating new measures that should overcome these limitations. A complete set of measures is provided in this paper for future empirical testing, which are general enough to allow researchers to create measures for other aspects related to IS satisfaction beyond those targeted in this paper. We employ our model within the context of the five satisfaction areas outlined by Doll and Torzadeh (1988). Building upon their initial set of perceptual measures, we examine whether there are indeed two types of discrepancy effects, whether there are multiplicative effects for each discrepancy, and whether there is a higher order interaction between the two discrepancy components. Partial least squares analyses of data consisting of over 200 instructional staff member at a large university related to their satisfaction with an online grading system are employed and the results presented at the conference.
KW - End-user computing
KW - measures
KW - partial least squares
KW - satisfaction
KW - user expectations
KW - user information satisfaction
UR - https://www.scopus.com/pages/publications/85036060531
UR - https://www.scopus.com/record/pubmetrics.uri?eid=2-s2.0-85036060531&origin=recordpage
M3 - RGC 32 - Refereed conference paper (with host publication)
T3 - Proceedings of the 21st International Conference on Information Systems, ICIS 2000
SP - 553
EP - 558
BT - Proceedings of the 21st International Conference on Information Systems, ICIS 2000
PB - Association for Information Systems
Y2 - 10 December 2000 through 13 December 2000
ER -