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A critical review of end-user information system satisfaction research and a new research framework

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  • Au, Norman
  • Ngai, Eric W. T.
  • Cheng, T. C. Edwin

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.

Suggested Citation

  • Au, Norman & Ngai, Eric W. T. & Cheng, T. C. Edwin, 2002. "A critical review of end-user information system satisfaction research and a new research framework," Omega, Elsevier, vol. 30(6), pages 451-478, December.
    • Handle: RePEc:eee:jomega:v:30:y:2002:i:6:p:451-478
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    References listed on IDEAS

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    2. Stayman, Douglas M & Alden, Dana L & Smith, Karen H, 1992. "Some Effects of Schematic Processing on Consumer Expectations and Disconfirmation Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 240-255, September.
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    Cited by:

    1. Jin, Xiao-Ling & Zhou, Zhongyun & Lee, Matthew K.O. & Cheung, Christy M.K., 2013. "Why users keep answering questions in online question answering communities: A theoretical and empirical investigation," International Journal of Information Management, Elsevier, vol. 33(1), pages 93-104.
    2. Thorsten Knauer & Nicole Nikiforow & Sebastian Wagener, 2020. "Determinants of information system quality and data quality in management accounting," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 31(1), pages 97-121, April.
    3. Wang, Chao & Lim, Ming K & Zhao, Longfeng & Tseng, Ming-Lang & Chien, Chen-Fu & Lev, Benjamin, 2020. "The evolution of Omega-The International Journal of Management Science over the past 40 years: A bibliometric overview," Omega, Elsevier, vol. 93(C).
    4. Gandomi, A. & Zolfaghari, S., 2013. "Profitability of loyalty reward programs: An analytical investigation," Omega, Elsevier, vol. 41(4), pages 797-807.
    5. Ali Yuce & Huseyin Arasli & Ali Ozturen & Mustafa Daskin, 2020. "Feeling the Service Product Closer: Triggering Visit Intention via Virtual Reality," Sustainability, MDPI, vol. 12(16), pages 1-17, August.
    6. Jahangir Karimi & Toni M. Somers & Yash P. Gupta, 2004. "Impact of Environmental Uncertainty and Task Characteristics on User Satisfaction with Data," Information Systems Research, INFORMS, vol. 15(2), pages 175-193, June.
    7. Hamed Fallah Tafti & Seyyed Habibollah Mirghafoori & Farzaneh Eslami Farimani, 2020. "Analyzing the Mediating Role of IT on Relationship Between Social Capital and Individual Performance in Organization," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 11(1), pages 305-320, March.
    8. Her-Sen Doong & Hsiangchu Lai, 2008. "Exploring usage continuance of e-negotiation systems: expectation and disconfirmation approach," Group Decision and Negotiation, Springer, vol. 17(2), pages 111-126, March.
    9. Navya GANDHAVALLA & Abin GEORGE, 2023. "Role of information systems for management in multispeciality hospitals to improve performance: A conceptual framework," Theoretical and Applied Economics, Asociatia Generala a Economistilor din Romania - AGER, vol. 0(2(635), S), pages 139-148, Summer.
    10. S Michel & A Michaud-Trévinal & F Cocula, 2019. "Net Impacts in Front Office IS: a First Operationalization of Delone and McLean Model in the Banking Sector," Post-Print hal-02467423, HAL.
    11. Morteza Ghobakhloo & Sai Hong Tang, 2015. "Information system success among manufacturing SMEs: case of developing countries," Information Technology for Development, Taylor & Francis Journals, vol. 21(4), pages 573-600, October.
    12. Hadziroh Ibrahim & Nur Zahiyah Othman, 2014. "The Influence of Techno stress and Organizational-Is Related Support on User Satisfaction in Government Organizations: A Proposed Model and Literature Review," Information Management and Business Review, AMH International, vol. 6(2), pages 63-71.

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