Variables affecting information technology end-user satisfaction: a meta-analysis of the empirical literature

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.