User information satisfaction (UIS) has been generally recognized by management information systems (MIS) researchers as one of the more important indicators of success in designing and implementing MIS. However, the existence of various UIS measures using different definitions of UIS has resulted in the use of inconsistent theoretical constructs and an inability to interpret across studies. Using consumer satisfaction research as a reference theory, this paper develops a conceptual model of UIS to clarify the concept. In the model, UIS is considered a function of organizational factors and the discrepancy between expected information service quality and perceived information service quality. This discrepancy, in turn, is a result of a series of gaps which are related to the MIS development and information service delivery processes. The implications of this model for future research and practice are discussed.
Kim, K. Kyu, "USER INFORMATION SATISFACTION: TOWARD CONCEPTUAL CLARITY" (1990). ICIS 1990 Proceedings. 2.