The relation between user satisfaction, usage of information systems and performance
This study investigates the validity of two commonly used measures for the success of information systems (is): usage and user satisfaction (us). A questionnaire survey among Dutch managers was used to assess the mutual relation between both measures and performance. The results indicate that us is significantly related to performance (r=0.42). The relation between usage and performance is not significant. A partial correlation after correction for us is not significant either. This study provides empirical evidence for the popular assumption that us is the most appropriate measure for is success available.
user satisfaction usage survey information systems success validation of measurement instruments