Information systems effectiveness: A user satisfaction approach

Information systems (IS) effectiveness is a complex variable. The literature on organizational effectiveness suggests that it may not be possible to find a precise measure of IS effectiveness and the criteria for effectiveness may vary from organization to organization. A popular perceptual construct, user satisfaction, is examined through a review of IS effectiveness literature. Problems with this construct are highlighted and the social psychology literature is used to clarify these problems. It is noted that theories and models from the behavioural sciences offer a sound basis for understanding the problems with conceptualization and operationalization of user satisfaction. As a result of this review, we offer some principles to keep in mind when utilizing user satisfaction as a measure of IS effectiveness.