Ma. Mahmood et al., Variables affecting information technology end-user satisfaction: a meta-analysis of the empirical literature, INT J HUM-C, 52(4), 2000, pp. 751-771
The level of end-user satisfaction with information technology (IT) has wid
ely been accepted as an indicator of IT success. The present research synth
esizes and validates the construct of IT end-user satisfaction using a meta
-analysis. It accomplishes this by analysing the empirical results of 45 en
d-user satisfaction studies published between 1986 and 1998 and by focusing
on relationships between end-user satisfaction and nine variables: perceiv
ed usefulness, ease of use, user expectations, user experience, user skills
, user involvement in system development, organizational support, perceived
attitude of top management toward the project and user attitude toward inf
ormation systems (IS) in widely divergent settings. The present analysis fo
und positive support for the influence of all nine variables on end-user IT
satisfaction but to varying degrees. The most significant relationships we
re found to be user involvement in systems development, perceived usefulnes
s, user experience, organizational support and user attitude toward the IS.
This has implications for IS analysis and design as well as user training
and the development of training support packages. (C) 2000 Academic Press.