Another paper on a classic debate on the importance of user satisfaction on the success of information system.
Sabherwal, R., Jeyaraj, A., & Chowa, C. (2006). Information System Success: Individual and Organizational Determinants. Management Science, 52(12).
Based on empirical research conducted between 1980 and 2004, the study examines four aspects of information systems (IS) success: system quality, perceived usefulness, user satisfaction, and system use. The authors highlight the importance of system quality, which affects all other aspects of IS success. They also observe that system quality and perceived usefulness but, curiously, not user satisfaction, influence the extent to which the system is used. The study’s results suggest that system developers and managers should concentrate on developing better systems rather than focusing on increased user satisfaction with the system.
The analysis also suggests that four long-term measures related to information systems are particularly important: (1) IS training, (2) improving individuals’ attitudes toward information systems, (3) gaining top-management support for information systems, and (4) developing organizational structures that facilitate use of information systems, such as help desks and online user assistance.