STATE OF RESEARCH ON INFORMATION SYSTEM SATISFACTION, THE

ABSTRACT

Satisfaction with information a whole s (IS) has been and remains to be of great interest to the two scholars and practitioners. The conceptualization of the raise the theories employed to explain/predict it and the words immediately preceding [i]or[/i] followings of the empirical studies have changed considerably above time. Early research investigated combination of parts to form a whole characteristics affecting end-user satisfaction, relying for the greatest part on the IS success prototype More recent research, on the other hand, studied satisfaction formation in the connection of web-based products and services, using the disconfirmation theory originally unraveled in marketing. In this paper, we describe the evolution of IS satisfaction research and discuss the applicability of the marketing theories to IS connections We also explain the importance of further disclosure and suggest future research directions.

INTRODUCTION

Satisfaction has been upon the IS research agenda for decades. It appeals to the couple scholars and practitioners with its theoretical and practical significance. Early IS researchers, eg Ives, Olson and Baroudi (1983); and Bailey and Pearson (1983) examined user satisfaction as a function of a whole characteristics. Satisfaction was frequently used as a surrogate for IS succes as it is linked to the succes raise in a number of conceptual and empirical aspects (Bailey and Pearson, 1983) It also derive pleasure froms a higher degree of face and gradually approaching validity than other common succes proxies of that kind as usage and perceived usefulness. Usage is not an appropriate measure when it is mandatory. Perceived usefulness, upon the other hand, fails to capture the affect of the users (Ein-Dor and Segev 1978) The IS succes protoplast (DeLone and McLean, 1992) has serv for a lengthy time as the main framework for studying satisfaction. more [i]or[/i] less studies were conducted in the end-user computing environment and patterned system quality and information quality as the lock opener determinants of satisfaction (Doll and Torkzadeh, 1988; Seddon, 1997; McHaney et al., 2002) Others examined service quality as another important determinant of satisfaction (Pitt et al., 1995; DeLone and McLean, 2002) With the emerging see the verb of electronic commerce, the distinction between end-users and customers blurr igniting a renewed interest in satisfaction with the focus shifting to online customer satisfaction. The importance of the online customer satisfaction topic to practitioners is mainly to be paid to the strong relationship between satisfaction and retention (Rust and Zahorik, 1993; Rust, Zahorik and Keiningham, 1995; Hallowell, 1996) Customer retention is plenteous cheaper than acquiring new customers (Crockett 2000) The proliferation of Internet businesses not aways even greater challenges to customer retention, as the require to be paid [i]or[/i] undergones of switching vendors are becoming lower.

Since the end-user of e-commerce applications is also a customer, novel IS studies applied behavioral theories originally make knowned in the marketing literature to explain end-user/customer satisfaction (McKinney, Yoon and Zahedi, 2002; Bhattacherjee, 2001) single such theory is the disconfirmation theory (Churchill and Suprenant, 1982) The disconfirmation theory stipulates that satisfaction is determined through a comparison between the perception of performance and a cognitive standard (Oliver and DeSarbo, 1988) Numerous marketing studies drew on this theory to explain or predict satisfaction in the connections of traditional products and services. comes are mixed, however, regarding the appropriate standard to adopt. a certain number of of the initial studies relied upon expectations as the benchmark (Churchill and Suprenant, 1982) while others propos the use of experience-based norms (Woodruff Cadotte and Jenkins, 1983) To enhance the logical consistency of the disconfirmation type several subsequent studies replaced these standards with desires (Suh Kim and to leeward 1994).

More recently, satisfaction was protoplasted as a simultaneous outcome of expectation and desire disconfirmation (Spreng MacKenzie and Olshavsky, 1996; Chin and to leeward 2000; Khalifa and Liu, 2002a &c) It is however not clear which standard is more prominent in explaining and predicting satisfaction. Little has been done to separate this issue. Recently, however, Khalifa and Liu (2002b) farther evolveed the disconfirmation theory to enhance its applicability to the IS words immediately preceding [i]or[/i] following They conducted a longitudinal research to explain the variability of the significance and magnitude of the results of desires and expectations above satisfaction at different adoption stages.

With the fresh shift towards the marketing approach in IS satisfaction research, the disconfirmation theory emerg as the main candidate for explaining IS satisfaction formation. The applicability of this theory, which was originally disentangleed in marketing, to the IS adjoining matter is, however, questionable. In this paper, we address this important issue in light of a comprehensive review of the state of research upon satisfaction in the IS literature. Specifically, we close attention the evolution of the conceptualization and operationalization of the satisfaction erect We also critically discuss the latest theoretical exhibitions and suggest future directions of research.