Gluck, M.: Exploring the relationship between user satisfaction and relevance in information systems (1996)
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- Abstract
- Aims to better understand the relationship between relevance and user satisfaction, the 2 predominant aspects of user based performance in information systems. Unconfounds relevance and user satisfaction assessments of system performance at the retrieved item level. To minimize the idiosyncrasies of any one system, a generalized, naturalistic information system was employed in this study. Respondents completed sensemaking timeline questionnaires in which they described a recent need they had for geographic information. Retrieved documents from the generalized system consisted of the responses users obtained while resolving their information needs. Respondents directly provided process, product, cost benefit, and overall satisfaction assessments with the generalized geographic systems. Relevance judgements of retrieved items were obtained through content analysis from sensemaking questionnaires as a secondary observation technique. The content analysis provided relevance values on both 5 category and 2 category scales. Results indicate that relevance has strong relationships with process, product and overall user satisfaction measures while relevance and cost benefit satisfaction measures have no significant relationship. This analysis also indicates that neither relevance nor user satisfaction subsumes the other concept, and that understanding the proper units of analysis for these measures helps resolve the paradox of the management information system and information science literature not informing aech other concerning user based information system performance measures
