DETERMINANTS OF COMPUTER USER EXPECTATIONS AND THEIR RELATIONSHIPS WITH USER SATISFACTION - AN EMPIRICAL-STUDY

Authors
RYKER R NATH R HENSON J
Citation
R. Ryker et al., DETERMINANTS OF COMPUTER USER EXPECTATIONS AND THEIR RELATIONSHIPS WITH USER SATISFACTION - AN EMPIRICAL-STUDY, Information processing & management, 33(4), 1997, pp. 529-537
Citations number
26
Categorie Soggetti
Information Science & Library Science","Information Science & Library Science","Computer Science Information Systems
Journal title
Information processing & management → ACNP
ISSN journal
03064573
Volume
33
Issue
4
Year of publication
1997
Pages
529 - 537
Database
ISI
SICI code
0306-4573(1997)33:4<529:DOCUEA>2.0.ZU;2-5
Abstract
Computer user expectations are known to influence user satisfaction wi th computer systems. This paper explores the relationship between the determinants of user expectations and user satisfaction. Based upon da ta collected from 252 users, it is found that users whose expectations are set by sources internal to the organization are significantly mor e satisfied with their information systems than those whose expectatio ns are set by external sources. The results highlight the need for IS staff to communicate realistic expectations to users. (C) 1997 Elsevie r Science Ltd.