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

Randy Ryker; Ravinder Nath; James Henson

doi:10.1016/S0306-4573(97)00016-2

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

Randy Ryker, Ravinder Nath, James Henson

Research output: Contribution to journal › Article › peer-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 language	English (US)
Pages (from-to)	529-537
Number of pages	9
Journal	Information Processing and Management
Volume	33
Issue number	4
DOIs	https://doi.org/10.1016/S0306-4573(97)00016-2
State	Published - Jul 1997
Externally published	Yes

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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title = "Determinants of computer user expectations and their relationships with user satisfaction: An empirical study",

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.",

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