Demand for a means of measuring the success of information systems (IS) grew with the accelerated use of these systems. Defining success in this context is difficult. This paper reviews the literature on measuring IS user satisfaction, the most prevalent measure of IS success, and its implications. We present the problematic aspects of the IS user satisfaction tools, and discuss the need to develop up-to-date tools suitable for the sophisticated and complex systems developed today.
Zviran, Moshe and Erlich, Zippy
"Measuring IS User Satisfaction: Review and Implications,"
Communications of the Association for Information Systems:
Vol. 12, Article 5.
Available at: http://aisel.aisnet.org/cais/vol12/iss1/5