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

Randy Ryker, Ravinder Nath, James Henson

Research output: Contribution to journalArticle

16 Citations (Scopus)

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

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Information systems
Computer systems
determinants
Empirical study
User satisfaction
User expectations
information system
staff
organization
Staff

All Science Journal Classification (ASJC) codes

  • Computer Science Applications
  • Information Systems
  • Library and Information Sciences

Cite this

Determinants of computer user expectations and their relationships with user satisfaction : An empirical study. / Ryker, Randy; Nath, Ravinder; Henson, James.

In: Information Processing and Management, Vol. 33, No. 4, 07.1997, p. 529-537.

Research output: Contribution to journalArticle

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