User Satisfaction: An Overarching Measure of Enterprise System Success
Sedera, Darshana & Tan, Felix (2005) User Satisfaction: An Overarching Measure of Enterprise System Success. In Ninth Pacific Asia Conference on Information Systems (PACIS-2005), 7-10 July, 2005, Bangkok, Thailand.
User Satisfaction is one of the most extensively used dimensions for Information Systems (IS) success evaluation with a large body of literature and standardized instruments of User Satisfaction. Despite the extensive literature on User Satisfaction, there exist much controversy over the measures of User Satisfaction and the adequacy of User Satisfaction measures to gauge the level of success in complex, contemporary IS. Recent studies in IS have suggested treating User Satisfaction as an overarching construct of success, rather than a measure of success. Further perplexity is introduced over the alleged overlaps between User Satisfaction measures and the measures of IS success (e.g. system quality, information quality) suggested in the literature. The following study attempts to clarify the aforementioned confusions by gathering data from 310 Enterprise System users and analyzing 16 User Satisfaction instruments. The statistical analysis of the 310 responses and the content analysis of the 16 instruments suggest the appropriateness of treating User Satisfaction as an overarching measure of success rather a dimension of success.
Keywords: User Satisfaction, Enterprise Systems, Information System Success
Citation countsare sourced monthly fromand citation databases.
These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science generally from 1980 onwards.
Citations counts from theindexing service can be viewed at the linked Google Scholar™ search.
Full-text downloadsdisplays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.
|Item Type:||Conference Paper|
|Additional Information:||The contents of this conference proceedings can be freely accessed online via the conference's web page (see hypertext link).|
|Divisions:||Past > QUT Faculties & Divisions > Faculty of Science and Technology|
|Copyright Owner:||Copyright 2005 Darshana Sedera and Felix Tan|
|Deposited On:||05 Jan 2009 13:21|
|Last Modified:||29 Feb 2012 23:12|
Repository Staff Only: item control page