Content area
Full Text
In general, perceptions of information systems (IS) success have been investigated within two primary research streams-the user satisfaction literature and the technology acceptance literature. These two approaches have been developed in parallel and have not been reconciled or integrated. This paper develops an integrated research model that distinguishes beliefs and attitudes about the system (i.e., object-based beliefs and attitudes) from beliefs and attitudes about using the system (i.e., behavioral beliefs and attitudes) to build the theoretical logic that links the user satisfaction and technology acceptance literature. The model is then tested using a sample of 465 users from seven different organizations who completed a survey regarding their use of data warehousing software. The proposed model was supported, providing preliminary evidence that the two perspectives can and should be integrated. The integrated model helps build the bridge from design and implementation decisions to system characteristics (a core strength of the user satisfaction literature) to the prediction of usage (a core strength of the technology acceptance literature).
Key words: user satisfaction; technology acceptance model; information systems success; theory of reasoned action; system quality; information quality
History: V. Sambamurthy, Senior Editor; Ritu Agarwal, Associate Editor. This paper was received on October 9, 2002, and was with the authors 13 months for 3 revisions.
1. Introduction
Information technology (IT) researchers have developed rich streams of research that investigate the factors and processes that intervene between IT investments and the realization of their economic value. Commonly, researchers tie these factors and processes to user perceptions about IT and how it impacts their work. Although researchers have examined such perceptions in dozens of different ways (DeLone and McLean 1992), in general, there have been two dominant approaches employed-user satisfaction (e.g., Bailey and Pearson 1983, Ives et al. 1983, Melone 1990, Seddon 1997) and technology acceptance (e.g., Davis 1989, Hartwick and Barki 1994, Szajna 1996, Venkatesh et al. 2003). Both research streams offer valuable contributions to our understanding of IT, although each tells only part of the story. The purpose of this study is to integrate the two research streams so that, together, they can provide a more complete understanding of the way in which system features ultimately influence IT usage.
The user satisfaction literature explicitly enumerates system and information...