By Reza Vaezi, Annette Mills, and Wynne Chin

This article proposes and validates a comprehensive model to understand user satisfaction with IT and software applications. The model, which used previous concepts from a heavily-used information systems success model, can provide measures at various levels of granularity. The strongest predictors of satisfaction with the system were ease of use and response time. The strongest predictor of satisfaction with the service, in the context of a PeopleSoft implementation, was accessibility and availability of support services.

Key Takeaways:

• It provides a three-level attribute drill-down approach where practitioners can go into further detail on what are the key drivers of satisfaction.
• The first level is overall satisfaction.
• The second level shows overall satisfaction as impacted by the information content provided, the technology itself, and support services.
• The third level provides even more detail focusing on key attributes associated with second level attributes.  Examples of third level attributes impacting satisfaction include information accuracy and relevance, system reliability and ease of use, and service responsiveness and reliability.
• The model is designed to be easily understood, and used by industry practitioners to measure user satisfaction with different aspects and qualities of their IT systems and services.
• The results can be used to identify areas in need of improvement and measure impacts of various actions on overall user satisfaction, and at the detailed level in relation to the information provided, the technology itself, and support services and their attributes.

Read the full paper here.