Having expectations of information systems benefits that match received benefits: does it really matter?
A study was conducted to examine the effect of implementing a new system on its users, specifically, the relationship between pre-implementation expectations and their perceived benefits based on post-implementation experience. Disconfirmation theory was used as the theoretical basis; this predicts that unrealistically high expectations will result in lower levels of perceived benefit than those associated with realistic expectations (i.e. where expectations match experience). Support was found for this prediction, refuting the predictions of dissonance theory. In addition to examining expectations of system use generally, six expectation categories were examined to identify the critical categories where managers should keep expectations from becoming unrealistically high. Significant relationships were found for three expectation categories: system usefulness, ease of use, and information quality. The results indicate that creating and maintaining realistic expectations of future system benefits really does matter.
disconfirmation theory information systems success end-user satisfaction user expectations