An information system can be regarded as successful when a significant number of users use the system in a continued basis. Satisfaction is often regarded as the basis of continued usage, while dissatisfaction may cause users to discontinue the system use. While many studies in information system have investigated user satisfaction, user dissatisfaction seems to be ignored. The purpose of this study is to investigate the factors that generate user satisfaction and the factors that generate user dissatisfaction. Drawing the theoretical assumptions from Oliver’s expectation-confirmation theory and Herzberg’s two-factor theory, we propose a generic theoretical framework that posits environmental factors and job-specific outcome factors may cause satisfaction and dissatisfaction. The framework extends our understanding of user satisfaction and dissatisfaction and helps to underpin and categorize the factors that are salient for causing user satisfaction and dissatisfaction. By collecting text data responses using open ended survey questions and qualitatively analyzing them, we identify a list of factors that generate educators’ satisfaction and a list of factors that generate dissatisfaction in the e-learning tool utilization context. Our study reveals that satisfaction is generated by both environmental and job-specific factors, while dissatisfaction is generated by environmental factors only.


Continued use, e-learning, Expectation-Confirmation theory, Dissatisfaction, Satisfaction, Two-factor theory


ISBN: [978-1-86435-644-1]; Full paper