In this study, we introduce and test a comprehensive model of attribute-level satisfaction to measure user satisfaction with information systems (IS). Recognizing that, as complex “objects”, IS feature multiple subsystems, components, and attributes, we draw on marketing research and attribute satisfaction theory to assess user satisfaction across three levels of abstraction. We first assess overall satisfaction as the most abstract level then move to satisfaction with each major IS component (i.e., information, system, and service satisfaction). Subsequently, we measure user satisfaction with key attributes of each major IS component (e.g., information format, system reliability). The results provide a parsimonious yet practical model along with associated measures that can assess user satisfaction across various IS aspects (i.e., components and attributes) and different user interactions with IS.
Vaezi, R., Mills, A., & Chin, W. (2019). User Satisfaction with Information Systems: A Comprehensive Model of Attribute-level Satisfaction. Communications of the Association for Information Systems, 45, pp-pp. https://doi.org/10.17705/1CAIS.04513