AN EMPIRICAL EXAMINATION OF THE USER SATISFACTION/SYSTEM EFFECTIVENESS INTERRELATION

摘要

User satisfaction, a subjective measure, is often substituted for system effectiveness, an objective measure, (andrnvice versa) in evaluating system success. This substitution is based upon the assumption that these twornmeasures are conceptually and empirically interrelated. This study empirically examines this assumption byrnanalyzing the relationships between user satisfaction and three system effectiveness measures in the contextrnof decision support system. The study found that user satisfaction has weak relationship with systemrneffectiveness and should not be substituted. To avoid an incomplete and potentially misleading evaluation ofrna DSS, researchers and managers should use both types of measures.