Measuring user satisfaction and perceived usefulness in the ERP context

Journal of Computer Information Systems

Volumn 45, Issue 3, 2005, Pages 43-52

  Zviran, Moshe ^a   Pliskin, Nava ^b   Levin, Ron ^a  

^a TEL AVIV UNIVERSITY   (Israel)

^b BEN GURION UNIVERSITY OF THE NEGEV   (Israel)

Author keywords

Enterprise Resource Planning (ERP); Perceived usefulness; User satisfaction

Indexed keywords

HYPOTHESES; INFORMATION-BASED PROCESSES; PERCEIVED USEFULNESS; USER SATISFACTION;

CORRELATION METHODS; EDUCATION; INFORMATION SCIENCE; MATHEMATICAL MODELS; QUALITY ASSURANCE; SOCIETIES AND INSTITUTIONS;

ENTERPRISE RESOURCE PLANNING;

EID: 18744372447     PISSN: 08874417     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (77)

1. Adams, D.A., R.R. Nelson, and P.A. Todd. "Perceived Usefulness, Ease of Use, and Usage of Information Technology: A Replication," MIS Quarterly, 16:2, 1992, pp. 227-247.
2. Ahituv, N., S. Neumann, and M. Zviran. "A System Development Methodology for an ERP System," Journal of Computer Information systems, 42:3, 2002, pp. 56-67.
3. Bailey, J.E. and S.W. Pearson. "Development of a Tool for Measuring and Analyzing Computer User Satisfaction," Management Science, 29:5, 1983, pp. 530-545.
4. Ballentine, J., M. Bonner, M. Levy, A. Martin, I. Munro, and P.L. Powell. "The 3-D Model of Information Systems Success: The Search for the Dependent Variable," Information and Management, 9:4, 1996, pp. 5-14.
5. Barki, H. and S. Huff. "Change, Attitude Toward Change, and Decision Support System Success," Information and Management, 18:9, 1985, pp. 261-268.
6. Bernard, R. and A. Satir. "User Satisfaction with EISs: Meeting the Needs of Executive Users," Information Systems Management, 10:4, 1993, pp. 21-29.
7. Blumenthal, S. Management Information Systems: A Framework for Planning and Development New Jersey: Prentice Hall, 1969.
8. Bonner, M. "DeLone and McLean's Model for Judging Information Systems Success - A Retrospective Application in Manufacturing," Proceedings of the European Conference on IT Investment Evaluation, Henley Management College, UK, July 11-12, 1995.
9. Davenport, T.H. "Putting the Enterprise into Enterprise System," Harvard Business Review, July/August, 1998, pp. 121-133.
10. Davis, F.D. "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology," MIS Quarterly, 13:3, 1989, pp. 319-340.
11. Davis, F., R.P. Bagozzi, and P.R. Warshaw. "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models," Management Science, 35:8, 1989, pp. 982-1003.
12. DeLone, W.H. and E.R. McLean. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, 3:1, 1992, pp. 60-95.
13. Doll, W.J. and G. Torkzadeh. "The Measurement of End-User Computing Satisfaction," MIS Quarterly, 12:2, 1988, pp. 259-274.
14. Drury, D.H. and A.F. Farhoomand. "A Hierarchical Structural Model of Information Systems Success," INFOR, 36:1/2, 1998, pp. 25-40.
15. Ein-Dor, P. and E. Segev. A Paradigm for Management Information Systems. Praeger, 1981.
16. Franz, C.R. and D. Robey. "Organizational Context, User Involvement, and the Usefulness of Information Systems," Decision Sciences, 17:3, 1986, pp. 329-356.
17. Galetta, D.F. and A.L. Lederer. "Some Cautions on the Measurement of User Information Satisfaction," Decision Sciences, 20, 1989, pp. 419-438.
18. Gallagher, C.A. "Perceptions of the Value of a Management Information System," Academy of Management Journal, 17:1, 1974, pp. 46-55.
19. Gatian, A.H. "Is User Satisfaction a Valid Measure of System Effectiveness?" Information and Management, 26:3, 1994, pp. 119-131.
20. Ginzberg, M.J. "Finding an Adequate Measure of OR/MS Effectiveness," Interfaces, 8:4, 1978, pp. 59-62.
21. Hawk, S.R. and N.S. Raju. "Test Retest Reliability of User Information Satisfaction, a Comment on Galetta and Lederer's Paper," Decision Sciences, 22, 1991, pp. 1165-1170.
22. Henry, B. "Measuring IS for Business Value," Datamation, 36:7, 1990, pp. 89-91.
23. Igbaria, M. "An Examination of Microcomputer Usage in Taiwan," Information and Management, 22, 1992, pp. 19-28.
24. Igbaria, M. "User Acceptance of Microcomputer Technology: An Empirical Test," Omega, 21:1, 1993, pp. 73-90.
25. Igbaria, M. and S.A. Nachman. "Correlates of User Satisfaction with End User Computing - An Exploratory Study," Information and Management, 19:2, 1990, pp. 73-82.
26. Igbaria, M., S.J. Schiffinan, and T.J. Wieckowski. "The Respective Roles of Perceived Usefulness and Perceived Fun in the Acceptance of Microcomputer Technology," Behavior Information and Technology, 13:6, 1994, pp. 349-361.
27. Igbaria, M. and M. Tan. "The Consequences of Information Technology Acceptance on Subsequent Individual Performance," Information and Management, 32, 1997, pp. 113-121.
28. Ives, B. and M. Olson. "User Involvement and MIS Success: A Review of Research," Management Science, 30:5, 1984, pp. 586-603.
29. Ives, B., M.H. Olson, and J.J. Baroudi. "The Measure of User Information Satisfaction," Communications of the ACM, 26:10, 1983, pp. 785-793.
30. Jackson, C.M., S. Chow, and R.A. Leitch. "Toward an Understanding of the Behavioral Intention to Use an Information System," Decision Sciences, 28:2, 1997, pp. 357-389.
31. Joshi, K. and T.W. Lauer. "Transition and Change During the Implementation of a Computer-based Manufacturing Process Planning System: An Analysis Using the Equity Implementation Model," IEEE Transactions on Engineering Management, 46:4, 1999, pp. 407-416.
32. Klenke, K. "Construct Measurement in Management Information Systems: A Review and Criticism of User Satisfaction and User Involvement Systems," INFOR, 30:4, 1992, pp. 325-348.
33. Knutsen, K. and R. Nolan. "On Cost-Benefit of Computer-based Systems." In Nolan, R. (Ed.), Management the Data Resource Function. Los Angeles: West, 1974, pp. 277-292.
34. Kumar, K. and J.V. Hillegersberg. "ERP - Experiences and Evolution," Communications of the ACM, 43:4, 2000, pp. 23-31.
35. Larcker, D. and V. Lessig. "Perceived Usefulness of Information: A Psychometric Evaluation," Decision Sciences, 11:1, 1980, pp. 121-134.
36. Liebowitz, J. "Information Systems: Success or Failure?" Journal of Computer Information Systems, 40:1, 2000, pp. 17-26.
37. Ling, R. and D. Yen. "Customer Relationship Management: An Analysis Framework and Implementation Strategies," Journal of Computer Information systems, 41:3, 2001, pp. 82-88.
38. Leventer, O. "Measuring User Satisfaction from Information Systems," M.Sc. Thesis, Tel Aviv University, 1997.
39. Lu, J. "A Model for Evaluating E-commerce Based on Cost/Benefit and Customer Satisfaction," Information Systems Frontiers, 5:3, 2003, pp. 265-277.
40. Mahmood, M.A., J.M. Burn, L.A. Gemoets, and C. Jacquez. "Variables Affecting Information Technology End-User Satisfaction: A Meta-analysis of the Empirical Literature," International Journal of Human-Computer Studies, 52, 2000, pp. 751-771.
41. Martinsons, M.G. and P.K.C. Chong. "The Influence of Human Factors and Specialist Involvement on Information Systems Success," Human Relations, 52:1, 1999, pp. 123-152.
42. Matthys, N. and J.D. Shorter. "Electronic Resource Planning Solutions for Business Processes," Journal of Computer Information Systems, 41:1, 2001, pp. 45-53.
43. McHaney, R. and T.P. Cronan. "Computer Simulation Success: On the Use of the End-User Computing Satisfaction Instrument: A Comment," Decision Sciences, 29:2, 1998, pp. 525-535.
44. McCombs, G.B. and M. Sharifi. "Design and Implementation of an ERP Oracle Financials Course," Journal of Computer Information Systems, 43:2, 2003, pp. 71-75.
45. Melone, N.P. "A Theoretical Assessment of the User-Satisfaction Construction in Information Systems Research," Management Science, 36:1, 1990, pp. 77-91.
46. Nolan, R.L. and H. Seward. "Measuring User Satisfaction to Evaluate Information Systems." In Nolan, R.L. (Ed.). Managing the Data Resource Function. Los Angeles: West, 1974, pp. 253-275.
47. O'Reilly III, C. "Variations in Decision Makers' Use of Information Sources: The Impact of Quality and Accessibility of Information," Academy of Management Journal, 25:4, 1982, pp. 756-771.
48. Palvia, P.C. and S.C. Palvia. "An Examination of the IT Satisfaction of Small-business Users," Information and Management, 35, 1999, pp. 127-137.
49. Pendharkar, P,C., M. Khosrowpour, and J.A. Rodger. "Development and Testing of an Instrument for Measuring the User Evaluations of Information Technology in Health Care," Journal of Computer Information Systems, 41:4, 2001, pp. 84-89.
50. Powers, R.F. and G.W. Dickson. "MIS Project Management: Myths, Opinions and Reality," California Management Review, 15:3, 1973, pp. 147-156.
51. Raghunathan, B. and T.S. Raghunathan. "Adoption of Planning Systems Success Model for Information Systems Planning," Information Systems Research, 5:3, 1994, pp. 326-340.
52. Rahman, M. and A. Abdul-Gader. "Knowledge Worker's Use of Support Software in Saudi Arabia," Information and Management, 25, 1993, pp. 303-311.
53. Rainer, R. Jr. and H.J. Watson. "The Keys to Executive Information Systems Success," Journal of Management Information systems, 12:2, 1995, pp. 83-98.
54. Raymond, L. "Validating and Applying User Satisfaction as a Measure of Management Information Systems Success in Small Organizations," Information and Management, 12, 1987, pp. 173-179.
55. Robey, D. "User Attitudes and Management Information System Use," Academy of Management Journal, 22:3, 1979, pp. 527-538.
56. Rocheleau, B. "Evaluating Public Sector Information Systems - Satisfaction versus Impact," Evaluation and Program Planning, 16, 1993, pp. 119-129.
57. Rushineck, A. and S.F. Rushineck. "What Makes Users Happy," Communications of the ACM, 29:7, 1986, pp. 594-598.
58. Saarinen, T. "An Expanded Instrument for Evaluating Information System Success," Information and Management, 31, 1996, pp. 103-118.
59. Seddon, P.B. "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information systems Research, 8:3, 1997, pp. 240-253.
60. Sengupta, K. and M. Zviran. "Measuring User Satisfaction in an Outsourcing Environment," IEEE Transactions on Engineering Management, 44:4, 1997, pp. 414-421.
61. Shang, R.A., Y.C. Chen, and S. Lysander. "Extrinsic versus Intrinsic Motivations for Consumers to Shop Online," Information and Management, in press, 2004.
62. Srinivasan, A. "Alternative Measures of Systems Effectiveness: Associations and Implications," MIS Quarterly, 9:3, 1985, pp. 319-324.
63. Straub, D.W. "Validating Instruments in MIS Research," MIS Quarterly, 13:2, 1989, pp. 147-166.
64. Subramanian, G.H. and J.T. Nosek. "An Empirical Study of the Measurement and Instrument Validation of Perceived Strategy Value of Information Systems," Journal of Computer Information Systems, 41:3, 2001, pp. 64-69.
65. Swanson, E.B. "Management Information Systems: Appreciation and Involvement," Management Science, 20:10, 1974, pp. 178-188.
66. Swanson, E.B. "Measuring User Attitudes in MIS Research: A Review," Omega, 10:2, 1982, pp. 157-165.
67. Swanson, E.B. "Information Channel Disposition and Use," Decision Sciences, 18:1, 1987, pp. 131-145.
68. Swanson, E.B. "Information Systems Innovation among Organizations," Management Science, 40:9, 1994, pp. 1069-1092.
69. Tan, B. and T. Lo. "Validation of a User Satisfaction Instrument for Office Automation Success," Information Management, 18, 1990, pp. 203-208.
70. Torkzadeh, G. and W.J. Doll. "The Test-Retest Reliability of User Involvement Instruments," Information and Management, 26:1, 1994, pp. 21-31.
71. Vertinsky, I., R.T. Barth, and V.F. Mitchell. "A Study of Operations Research/Management Science Implementation as a Social Change Process." In Schulz, R.L. and D.P. Slevin (Eds.). Implementing Operations Research/Management Science. New York: American Elsevier, 1975, pp. 253-272.
72. Wight, O. The Executive's Guide to Successful MRP II (revised). Vermont: Oliver Wight, 1993, p. 1.
73. Yoon, Y., T. Guimaraes, and Q. O'Neal. "Exploring the Factors Associated with Expert Systems Success," MIS Quarterly, 19:1, 1995, pp. 83-102.
74. Zmud, R. "An Empirical Investigation of the Dimensionality of the Concept of Information," Decision Sciences, 9:2, 1978, pp. 187-195.
75. Zviran, M. "Evaluating User Satisfaction in a Hospital Environment," Health Care Management Review, 17:3, 1992, pp. 51-62.
76. Zviran, M. "User Satisfaction in ERP Systems: Some Empirical Evidence," Journal of Academy of Business and Economics, 2:1, 2002, pp. 1-15.
77. Zviran, M. and Z. Erlich. "Measuring IS User Satisfaction: Review and Implications," Communications of the AIS, 12:7, 2003, pp. 81-103.