The Relationship Between User Satisfaction and Systems Usage

Abstract

Evidence on information systems effectiveness measures in environments that differ from those of the U.S. are critical to managing global information systems. The purpose of this investigation was to explore the relationship of user satisfaction to system usage, as measures of information systems effectiveness, in a sample of Egyptian banks. A relatively high user satisfaction was found to be accompanied only by a relatively average usage level. While the positive relationship between user satisfaction and system usage may suggest the use of the two surrogate measures alternatively to measure systems effectiveness, researchers have to be cautious and should adopt measures that fit the human, technological, and organizational characteristics of the systems being measured. This is particularly critical when researchers in developing countries have to adopt measures, that have been originally developed and tested in Western countries to measure systems effectiveness in diverse environments.Request access from your librarian to read this article's full text.

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