Some new factors influencing user information satisfaction: implications for systems professionals

• Authors: Kailash Joshi;William C. Perkins;Robert P. Bostrom
• Venue: SIGCPR '86 Proceedings of the twenty-second annual computer personnel research conference on Computer personnel research conference
• Year: 1986

MIS researchers and professionals have identified user information satisfaction as a major objective of information systems development and implementation activities. In the absence of better evaluation criteria, user information satisfaction (or customer satisfaction) is often used as a criterion to evaluate the information systems department.In the MIS literature three major factors have been identified which can influence a user's satisfaction with her/his information systems. These factors are: the quality of information products (reports and screens), attitudes towards MIS staff and services, and knowledge and involvement level of user. This paper reports on a pilot study which aims to investigate two additional factors which may be relevant for user information satisfaction.The first additional factor is perceived fairness in the allocation of information systems and related resources to different user groups. Procedural fairness and distributive fairness have been identified as important for an individual's satisfaction in various non-MIS contexts. This study examines the relative role of fairness-related issues in an MIS context as determinants of user information satisfaction.The second factor relates to the impact of information systems design on the work environment of users. Role conflict and role ambiguity in the work environment are explored as a possible factor influencing user information satisfaction.