Impact of Information Systems Quality on User Satisfaction: A Perspective of exception and Expectation Gaps

• Main Authors: Hsin-Yu Chung, 鍾心瑜
• Other Authors: Shin-Yuan Hung
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/95424268229370877554

碩士 === 國立中正大學 === 資訊管理所 === 94 === To understand the impact of information system (IS) quality discrepancies on user satisfaction, the discrepancy theory and IS success model are applied in this study. The discrepancies of three IS quality variables (information quality, system quality, and service quality) based on IS success model are measured. Subsequently, the effects of IS quality discrepancies on user satisfaction are examined. A survey was conducted and the respondents were people with experience on using Yahoo auction Website. The result of ANOVA and regression analysis indicated that the greater user’s discrepancies between perception and expectation of IS quality variables will lead to the lower user satisfaction and their intent to use. Furthermore, the more positive user’s discrepancies between perception and expectation of IS quality variables will lead to the higher user satisfaction. Implications from the findings are also provided.