Complexities in user satisfaction issues during organisational diffusion of in-house developed new technology tools: the case of an Indian IT company

Complexities related to user satisfaction during organisational diffusion of new technology tools is studied as a case study in an Indian IT company. This study is important since user satisfaction is directly related to productivity in the use of the tool. The changing user satisfaction with time as the project progressed is captured through interview data from which a trend was hypothesised, which was verified with the interviewees. The trend showed a deep dissatisfaction during the early stages of the project ending up with a positive satisfaction towards the end of the project. Several factors influencing the trend were outlined such as the gap between the promise and realisation, level of attention to the 'pain parameters' in comparison to the value parameters, height of the learning barrier and the extent of meeting the whole product requirements. The important findings of the case were analysed with respect to the published literature on diffusion of innovations and technology adoption life cycle concepts.