The Development of End-User Satisfaction Model Considering User Expectation

The user satisfaction construct has played a central role in behavioral research of the information system until now. Recent research suggests that the impact of user expectations should be considered when assessing user satisfaction. This study analyzes the difference of the relation between end-user satisfaction and perceived usefulness based on the level of end user expectation. This study focuses on the point of end user attitude rather than on the general point of the information system. Therefore in this study, User attitude-based approach rather than IS-based approach is suggested about end-user satisfaction. The result of the study is validated from data collected from a field study of 142 end-users in KAIST Graduate School of Management. ANOVA is used to test the research hypotheses. Introduction The user satisfaction construct has played a central role in behavioral research in information system. And the measuring and analyzing of enduser satisfaction is motivated by management’s desire to improve the productivity of information systems because Information System utilization is directly connected to the user sense of satisfaction with the information system. In a survey of information systems conducted by Conrath and Mignen(1990), Rushinek and Rushinek (1986), Scamell(1993) and Ryker et al.(1997) they considered the user expectaion in user satisfaction model in information system. In establishing the user satisfaction model and perceived usefulness model, Although they consider the end-user expectation, which is an important variable in behavior science, they did not take account of the level of user expectation. Literature Review User satisfaction may be the best omnibus measure of IS success[Seddon and Kiew, 1994]. Further, Power and Dicken(1973) argue that user satisfaction is the most important criterion in measuring IS success and failure. User satisfaction may be defined as the extent to which users believe the information system available to them meets their information requirements [Ives et al., 1983]. User satisfaction has come to be identified with the Bailey and Peason’s(1983) instrument and its derivatives: Ives et al.(1983) instrument and Baroudi and Orlikowski’s(1988) 13-item “short form. Ives et al.(1983)instrument, especially, is the de facto user satisfaction instrument. Davis(1989) defines perceived usefulness as “the degree to which a person believes that using a particular system would enhance his or her job performance”. Adams et al.(1992) presents the findings of study that replicate previous work by Davis on the subject of perceived usefulness. Adams et al. Focus on evaluating the psychometric properties of the usefulness scales, while examining the relationship between ease of use, usefulness, and system usage. Moreover, Adams et al. (1992) demonstrate reliable and valid scales for measurement of perceived usefulness. Recent research suggests that the impact of user expectations should considered when assessing user satisfaction (e.g. Ryker et al 1997, Szajna et al. 1993, Conrath et al. 1990, Rushinek and Rushinek 1986). Pitt er al.(1995) applied the service quality model to information services and added vendor communications to this list of determinants. The determinants of expectations are divided into 3 categories : sources internal to the organization, sources external to the organization, and the past experience by Ryker at al.,(1997) New methodology of measuring In general, there may be a time difference between perceived usefulness and user expectation. But, this is not practical because in reality, IS suppliers can not infinitely supply new IS in order to increase end-user satisfaction. Therefore, in other to measure user expectation more practically, we propose new a methodology of measuring User expectation and perceived usefulness that exist in the time gap between the time when the observer measures user expectation and the time when observer measures perceived usefulness. The end user can answer the level of the information system usefulness while using the present system. At the same time, the user can expect a certain performance level after upgrading, Therefore, the inquiry of present usefulness in the information system is perceived usefulness, and user expectation is the inquiry of the level of output expected, after future upgrading of information system So, user expectation is measured through the degree of expectation of IS upgrade in existing IS, and perceived usefulness is measured by the perception acquired from direct use of existing IS. Figure1. New methodology of measuring User expectation and perceived usefulness Research Model Figure 2. Research Model is the supposed model in this study, where the relationship between user satisfaction and user expectation, and perceived usefulness and user expectation will be examined. Therefore, this study will examine how both user satisfaction and perceived usefulness are affected by the level of expectation. Time T T T User Satisfaction Gap Usefulness Expectatio