User Satisfaction Research in Information Systems: Historical Roots and Approaches

Abstract

User satisfaction with information systems (IS) is considered an important indicator of information systems success and has been the subject of numerous research studies since the field’s inception. In this paper, we review the user satisfaction research in the IS field. We discuss the roots of user satisfaction research as it pertains to satisfaction studies in marketing research and how these studies have been used to inform the IS context. We also discuss how the study of user satisfaction and use of the construct in IS research has evolved and matured over time. Finally, we discuss antecedents and outcomes of user satisfaction identified in IS research and provide suggestions for future research.