Document (#15363)

Author

Thong, J.Y.L.
Yap, C.-S.

Title

Information systems effectiveness : a user satisfaction approach

Source

Information processing and management. 32(1996) no.5, S.601-610

Year

1996

Abstract

User satisfaction is examined for its suitability as a measure of information systems effectiveness. Briefly reviews the organizational effectiveness literature. Highlights problems with this construct and uses the social psychology literature to clarify these problems. Theories and models from the behavioural sciences offer a sound basis for understanding the problems with conceptualization and operationalization of user satisfaction. Offers principles to keep in mind when utilizing user satisfaction as a measure of information systems effectiveness

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