User Satisfaction Research in Information Systems: Historical Roots and Approaches

Reza Vaezi, Annette Mills, Wynne Chin, Humayun Zafar
2016 Communications of the Association for Information Systems  
User satisfaction with information systems (IS) is considered an important indicator of information systems success and has been the subject of numerous research studies since the field's inception. In this paper, we review the user satisfaction research in the IS field. We discuss the roots of user satisfaction research as it pertains to satisfaction studies in marketing research and how these studies have been used to inform the IS context. We also discuss how the study of user satisfaction
more » ... d use of the construct in IS research has evolved and matured over time. Finally, we discuss antecedents and outcomes of user satisfaction identified in IS research and provide suggestions for future research. Communications of the Association for Information Systems 503 Volume 38 Paper 27 outcomes of user satisfaction that scholars have investigated and provide a reference table listing key user satisfaction studies. Throughout the paper, we also go back to reference disciplines to identify areas of convergence, gaps, and avenues for further work. Finally, in Section 7, we summarize the user satisfaction research and suggest avenues for future research.
doi:10.17705/1cais.038127 fatcat:qgg2w2422ff5fe2zjj35weyj5e