Determinants of user satisfaction judgements in information systems

Attribution, expectation, disconfirmation and performance effects are suggested as possible determinants of user satisfaction judgements relating to information systems and their relationship is investigated in a field study. The results indicate that while all four factors are significant in explaining judgments of user satisfaction with information system applications, overall, performance is much more important than the others. The results also suggest that attribution appears to be important for satisfaction judgments related to system output characteristics over which users typically have a design influence. On the other hand, expectation and disconfirmation appear to gain importance for satisfaction judgments related to system characteristics over which users have little control or influence