Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach.

Author List: Au, N.; Ngai, E. W. T.; Cheng, T. C. E.;
MIS Quarterly, 2008, Volume 32, Issue 1, Page 43-66.
End user satisfaction (EUS) is critical to successful information systems implementation. Many EUS studies in the past have attempted to identify the antecedents of EUS, yet most of the relationships found have been criticized for their lack of a strong theoretical underpinning. Today it is generally understood that IS failure is due to psychological and organizational issues rather than technological issues, hence individual differences must be addressed. This study proposes a new model with an objective to extend our understanding of the antecedents of EUS by incorporating three well-founded theories of motivation, namely expectation theory, needs theory, and equity theory. The uniqueness of the model not only recognizes the three different needs (i.e., work performance, relatedness, and self-development) that users may have with IS use, but also the corresponding inputs required from each individual to achieve those needs fulfillments, which have been ignored in most previous studies. This input/needs fulfillment ratio, referred to as equitable needs fulfillment, is likely to vary from one individual to another and satisfaction will only result in a user if the needs being fulfilled are perceived as "worthy" to obtain. The partial least squares (PLS) method of structural equation modeling was used to analyze 922 survey returns collected form the hotel and airline sectors. The results of the study show that IS end users do have different needs. Equitable work performance fulfillment and equitable relatedness fulfillment play a significant role in affecting the satisfaction of end users. The results also indicate that the impact of perceived IS performance expectations on EUS is not as significant as most previous studies have suggested. The conclusion is that merely focusing on the technical soundness of the IS and the way in which it benefits employees may not be sufficient. Rather, the input requirements of users for achieving the corresponding needs...
Keywords: User satisfaction; information systems; measurement; equitable needs fulfillment; equity; expectations; IS implementation; PLS
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#134 0.197 users end use professionals user organizations applications needs packages findings perform specialists technical computing direct future selection ability help software
#42 0.117 perceived results study field individual support effects microcomputer pressure external usefulness test psychological obligations characteristics variables indicate existence availability investigating
#286 0.102 success model failure information impact variables failures delone suggested dimensions mclean reasons variable finally categories years recommendations benefits studies identify
#276 0.100 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#110 0.085 theory theories theoretical paper new understanding work practical explain empirical contribution phenomenon literature second implications different building based insights need
#11 0.071 structural pls measurement modeling equation research formative squares partial using indicators constructs construct statistical models researchers latent analysis results sem
#3 0.067 problems issues major involved legal future technological impact dealing efforts current lack challenges subsystem related highly present addressing likely recommendations
#218 0.057 role roles gender differences women significant play age men plays sample differ played vary understand critical greater implications relatively offered
#114 0.052 performance firm measures metrics value relationship firms results objective relationships firm's organizational traffic measure market study improve accounting measuring aggregate