User Satisfaction Determinants: The Role of Hardware and Procedural Components

Abstract

Computer based information systems (IS) are comprised of five components: hardware, software, data, people, and procedures. Instruments to measure overall user satisfaction with IS have focused on at most three of these components. The most widely used instrument measures satisfaction with the data component, i.e. the quality of information products (INFO), and two aspects of the people component, i.e. user's knowledge and involvement (KI), and the computer staff and services (STAFF). In this study, the hardware and procedure components are referred to collectively as ancillary products (AP) of an IS. Data collected from 232 users showed a strong correlation (.54, p<.01) between ancillary products and overall user satisfaction. Further, the addition of AP to the previously identified factors that influence overall user satisfaction (i.e. INFO, KI, and STAFF) significantly increased the explained variance (from 44.6% to 40.9%). The results suggest that the hardware and procedural components of an IS should be considered when measuring overall user satisfaction.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 9 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.