Determinants of computer user expectations and their relationships with user satisfaction: An empirical study

Randy Ryker, Ravinder Nath, James Henson

Research output: Contribution to journalArticlepeer-review

17 Scopus citations

Abstract

Computer user expectations are known to influence user satisfaction with computer systems. This paper explores the relationship between the determinants of user expectations and user satisfaction. Based upon data collected from 252 users, it is found that users whose expectations are set by sources internal to the organization are significantly more satisfied with their information systems than those whose expectations are set by external sources. The results highlight the need for IS staff to communicate realistic expectations to users.

Original languageEnglish (US)
Pages (from-to)529-537
Number of pages9
JournalInformation Processing and Management
Volume33
Issue number4
DOIs
StatePublished - Jul 1997
Externally publishedYes

All Science Journal Classification (ASJC) codes

  • Information Systems
  • Media Technology
  • Computer Science Applications
  • Management Science and Operations Research
  • Library and Information Sciences

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