Development of an end user information system satisfaction model

xiii, 290 leaves : ill. ; 30 cm.PolyU Library Call No.: [THS] LG51 .H577P MM 2005 AuAssessing the effectiveness or success of information systems (IS) within organisations has long been identified as one of the most critical issues of IS management. Among the many forms of assessments of IS success and effectiveness, the 'end user IS satisfaction' (EUISS) assessment is one of the most widely used measures of IS effectiveness due to its high degree of face validity and because it is empirically easier to validate. However, many previous EUISS measures failed to capture the underlying reasons for user satisfaction or dissatisfaction, and have been criticised for lacking a strong theoretical underpinning. Due to mixed and contradictory empirical findings in the past, a high user evaluation of the attributes and services of an information system may not necessarily equal a high level of user satisfaction. In terms of evaluation, these measures therefore provide very little practical insight for organisations to determine whether IS problems are attributable to a particular aspect of an information system or not. This study develops and empirically tests a new model of EUISS that is based on the equity theory and needs theory (ERG theory). In addition to IS performance and expectation, three other comparison referents are proposed in the measuring of EUISS, namely 'equitable work performance fulfilment', 'equitable relatedness fulfilment' and 'equitable self-development fulfilment'. It is believed that EUISS is also partly based on an individual's own assessment of their inputs to benefits ratio with the use of an IS. Benefits are measured in terms of the three types of needs fulfilment of work performance, relatedness and self-development, whereas inputs (costs) are measured in terms of the time to learn and intellectual skills needed to learn an information system, and the work pressure and stress, physical strain and deskilling that may result from the use of that system. When perceived benefits are greater than inputs required (positive equity), it is likely that the user will be satisfied. A pilot test was implemented using the improved survey instrument that resulted from a pre-test. After making sure the measurement scales were valid and reliable, a survey was conducted of IS end users in 78 member hotels listed in the Hong Kong Hotels Directory, and 23 airlines that were identified as having a local office in and travel routes to Hong Kong. LISREL analysis was performed to test the fit of the model. The results of the study show that IS end users do have different needs. Although perceived IS performance is the determining factor in EUISS, equitable work performance fulfilment and equitable relatedness fulfilment do play a significant role in directly affecting satisfaction. The effect of equitable self-development fulfilment in EULSS is mediated through these two constructs. The results also indicate that the impact of user expectation on IS performance and EUISS is very low, implying when an information system is new, or when an end user has no expectation of its performance, equitable needs fulfilment might be expected to dominate. It is concluded that if the management of an organisation would like to ensure EUISS, then merely focusing on the technical soundness of an information system and the way in which it benefits employees may not be sufficient. Rather, the input requirements through which the input or cost of users in achieving those benefits will be revealed will also need to be examined. Manipulation of the input to benefit ratio will no doubt improve EUISS, which in turn will increase the organisational revenue gained.Department of Management and MarketingPh.D., Dept. of Management and Marketing, The Hong Kong Polytechnic University, 200