A Systems Perspective on IS User Satisfaction in Digitalized Organizations: Conclusions from Five Case Studies

We present a systems perspective on IS user satisfaction that is more appropriate in digitalized organizations than prominent streams of user satisfaction research from several decades ago that focused largely on voluntary, individual use of IT. We developed this perspective by analyzing five case studies commissioned by managers facing user satisfaction issues in important ISs. Direct quotations from recorded transcripts of 111 interviews from the cases illustrated that IS user satisfaction issues involved much more than the IS itself. Both qualitative and quantitative analysis of the interview data led to the conclusion that IS user satisfaction was formed as work system participants fulfilled responsibilities within work systems that produced product/services for internal and/or external customers. The information systems were integral parts of those work systems. IS users tended to evaluate an IS in relation to the extent to which it helped them perform their work activities and fulfill their responsibilities