Explorations in parallel distributed processing: a handbook of models, programs, and exercises
Explorations in parallel distributed processing: a handbook of models, programs, and exercises
A goal-driven cognitive model of the systems evaluation process
ICIS '91 Proceedings of the twelfth international conference on Information systems
Variations in users' definitions of an information system
Information and Management
The measurement of user information satisfaction
Communications of the ACM
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Measuring information system (IS) success is a key problem for IS researchers. A common measure of success is user satisfaction. Two general conditions must be met before responses to a satisfaction instrument will accurately reflect a system's characteristics. First, users' beliefs must accurately reflect system attributes. Second, the satisfaction instrument must be psychometrically sound. IS researchers have focused on the second issue, virtually ignoring the first. This paper discusses the conditions under which users' beliefs about systems are accurate. It draws together ideas from social and cognitive psychology, marketing and other fields. The objective is not to discourage the use of satisfaction instruments, but to identify situations in which they accurately measure system attributes.