A critical review of end-user information system satisfaction research and a new research framework
OmegaPublished 12 November 2002
Norman Au, Eric W.T. Ngai, T.C.E. Cheng
Citations216
SJR quartileQ1
SJR score2.31
SNIP2.20
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TL;DR
A critical review of research in end-user information system satisfaction (EUISS) is presented and an integrated conceptual model based on the equity and needs theories is proposed.
Abstract
This paper presents a critical review of research in end-user information system satisfaction (EUISS). An extensive literature search is conducted from which over 50 EUISS related papers are identified. It is found that the past research is dominated by the expectation disconfirmation approach. To provide more insights into the psychological processing of the information system performance construct and its impact upon EUISS, we propose an integrated conceptual model based on the equity and needs theories. The implications of the proposed model for EUISS are discussed, and suggestions are made for testing the model.
Keywords
Social SciencesDecision SciencesBusiness, Management and Accounting
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