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Abstract

Satisfaction with information systems (IS) has been and remains to be of great interest to both scholars and practitioners. The conceptualization of the construct, the theories employed to explain/predict it and the contexts of the empirical studies have changed considerably over time. Early research investigated system characteristics affecting end-user satisfaction, relying mostly on the IS success model. More recent research, on the other hand, studied satisfaction formation in the context of web-based products and services, using the disconfirmation theory originally developed in marketing. In this paper, we describe the evolution of IS satisfaction research and discuss the applicability of the marketing theories to IS contexts. We also explain the importance of further development and suggest future research directions.

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