ABSTRACT:

Research examining MIS user satisfaction has generated more controversy than agreement. A review of research on user satisfaction reveals that this construct has been studied using three different perspectives: (1) user satisfaction in terms of attitudes toward MIS, (2) user satisfaction in terms of information quality, and (3) user satisfaction in terms of MIS effectiveness. This paper offers a synthesis of these three perspectives, based on previous research findings. It also identifies two important consequences resulting from misapplication of user satisfaction measures: (1) mis-specification of research models and (2) an inability to generate cumulative evidence across studies. Further, using the three different perspectives of user satisfaction, this paper attempts to reconcile the conflicting results reported in the MIS literature about the relationship between user satisfaction and MIS usage. Future strategies for studying user satisfaction are also suggested.