User (dis)satisfaction and discrepancy in information systems: an integrated model and empirical investigation

摘要

The notion of user satisfaction (US) in information systems has received much attention over the past two decades. Despite this attention, there has been little progress toward a stream of research that is consistent and replicable. This lack of progress has been attributed to inadequate conceptual development of the US construct. Inadequate conceptual development has resulted in varied definitions and operationalizations of US, and has contributed to results that are inconsistent. Incorporating research done on satisfaction in the reference disciplines of organizational behavior and consumer behavior, this paper proposes and develops a broader and more comprehensive model of a user's affective response (UAR) to an information system. The UAR model provides a framework for investigating critical dimensions of UAR that previous work may have neglected, and suggests that user dissatisfaction may be as important a construct in information systems as is US.