Abstract
This paper develops a new explanation for user satisfaction with IS. Combining insights from expectation (dis)confirmation theory (ECT) and importance-performance analysis (IPA), we focus on the gaps between the importance of particular IS attributes, and the performance of a system on those attributes, as an explanation for user satisfaction. We identify 12 relevant system attributes and theoretically argue how the gap between importance and performance with regard to these attributes may affect user satisfaction. Our empirical study is based on a survey (N=298) among student users of a newly implemented Student Information System (SIS). The results empirically support the relationship between importance-performance gaps and user satisfaction. For five out of 12 attributes, we find a significant negative influence of a negative gap (i.e., high importance, low performance) on user satisfaction. Our main contribution to the literature is that we provide an integrated perspective on ECT and IPA and empirically validate the relevance of importance-performance gaps for explaining IS user satisfaction. Our second contribution is that we make use of the difference score technique to measure the importance-performance gaps for user satisfaction. Thus, our contribution to the IS literature is both theoretical and methodological.
| Original language | English |
|---|---|
| Title of host publication | ECIS 2013 - Proceedings of the 21st European Conference on Information Systems |
| Publisher | Association for Information Systems |
| Publication status | Published - 2013 |
| Event | 21st European Conference on Information Systems, ECIS 2013 - Utrecht, Netherlands Duration: 5 Jun 2013 → 8 Jun 2013 |
Conference
| Conference | 21st European Conference on Information Systems, ECIS 2013 |
|---|---|
| Country | Netherlands |
| City | Utrecht |
| Period | 5/06/13 → 8/06/13 |
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Keywords
- Expectation (dis)confirmation theory
- Importance-performance analysis
- Information systems
- User satisfaction
Cite this
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Mind the gap : Importance-performance gaps as determinants of user satisfaction with information systems. / Van Den Hooff, Bart; Vermeulen, Tim; Feldberg, Frans; Verhagen, Tibert.
ECIS 2013 - Proceedings of the 21st European Conference on Information Systems. Association for Information Systems, 2013.Research output: Chapter in Book / Report / Conference proceeding › Conference contribution › Academic › peer-review
TY - GEN
T1 - Mind the gap
T2 - Importance-performance gaps as determinants of user satisfaction with information systems
AU - Van Den Hooff, Bart
AU - Vermeulen, Tim
AU - Feldberg, Frans
AU - Verhagen, Tibert
PY - 2013
Y1 - 2013
N2 - This paper develops a new explanation for user satisfaction with IS. Combining insights from expectation (dis)confirmation theory (ECT) and importance-performance analysis (IPA), we focus on the gaps between the importance of particular IS attributes, and the performance of a system on those attributes, as an explanation for user satisfaction. We identify 12 relevant system attributes and theoretically argue how the gap between importance and performance with regard to these attributes may affect user satisfaction. Our empirical study is based on a survey (N=298) among student users of a newly implemented Student Information System (SIS). The results empirically support the relationship between importance-performance gaps and user satisfaction. For five out of 12 attributes, we find a significant negative influence of a negative gap (i.e., high importance, low performance) on user satisfaction. Our main contribution to the literature is that we provide an integrated perspective on ECT and IPA and empirically validate the relevance of importance-performance gaps for explaining IS user satisfaction. Our second contribution is that we make use of the difference score technique to measure the importance-performance gaps for user satisfaction. Thus, our contribution to the IS literature is both theoretical and methodological.
AB - This paper develops a new explanation for user satisfaction with IS. Combining insights from expectation (dis)confirmation theory (ECT) and importance-performance analysis (IPA), we focus on the gaps between the importance of particular IS attributes, and the performance of a system on those attributes, as an explanation for user satisfaction. We identify 12 relevant system attributes and theoretically argue how the gap between importance and performance with regard to these attributes may affect user satisfaction. Our empirical study is based on a survey (N=298) among student users of a newly implemented Student Information System (SIS). The results empirically support the relationship between importance-performance gaps and user satisfaction. For five out of 12 attributes, we find a significant negative influence of a negative gap (i.e., high importance, low performance) on user satisfaction. Our main contribution to the literature is that we provide an integrated perspective on ECT and IPA and empirically validate the relevance of importance-performance gaps for explaining IS user satisfaction. Our second contribution is that we make use of the difference score technique to measure the importance-performance gaps for user satisfaction. Thus, our contribution to the IS literature is both theoretical and methodological.
KW - Expectation (dis)confirmation theory
KW - Importance-performance analysis
KW - Information systems
KW - User satisfaction
UR - http://www.scopus.com/inward/record.url?scp=84905845307&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84905845307&partnerID=8YFLogxK
M3 - Conference contribution
BT - ECIS 2013 - Proceedings of the 21st European Conference on Information Systems
PB - Association for Information Systems
ER -