Measuring user satisfaction with knowledge management systems: scale development, purification, and initial test

Computers in Human Behavior

Volumn 23, Issue 3, 2007, Pages 1329-1346

  Ong, Chorng Shyong ^a   Lai, Jung Yu ^a  

^a NATIONAL TAIWAN UNIVERSITY   (Taiwan)

Author keywords

Instrument; Knowledge management systems; Measurement; User satisfaction

Indexed keywords

CUSTOMER SATISFACTION; KNOWLEDGE BASED SYSTEMS; PROFESSIONAL ASPECTS; SOCIETIES AND INSTITUTIONS; USER INTERFACES;

KNOWLEDGE MANAGEMENT SYSTEMS (KMS); USER SATISFACTION; USER SATISFACTION WITH KNOWLEDGE MANAGEMENT SYSTEMS (USKMS);

INFORMATION MANAGEMENT;

EID: 33846228812     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2004.12.012     Document Type: Article

References (61)

1. Aladwani A.M., and Palvia P.C. Developing and validating an instrument for measuring user-perceived web quality. Information and Management 39 6 (2002) 467-476
2. Alavi M., and Leidner D.R. Review: Knowledge Management and Knowledge Management Systems: conceptual foundations and research issues. MIS Quarterly 25 1 (2001) 107-136
3. Aldridge S., and Rowley J. Measuring customer satisfaction in high education. Quality Assurance in Education 64 4 (1998) 197-204
4. Au N., Ngai E.W.T., and Cheng T.C.E. A critical review of end-user information system satisfaction research and a new research framework. Omega 20 6 (2002) 451-478
5. Bagozzi R.P. An examination of validation of two models of attitude. Multivariate Behavioral Research 16 3 (1981) 323-359
6. Bailey J.E., and Pearson S.W. Development of a tool for measuring and analyzing computer user satisfaction. Management Science 29 5 (1983) 530-545
7. Ball L., and Harris R. SMIS members: a membership analysis. MIS Quarterly 6 1 (1982) 19-38
8. Baroudi J.J., and Orlikowski W.J. A short-form measure of user information satisfaction: a psychometric evaluation and notes on use. Journal of Management Information Systems 4 4 (1988) 44-59
9. Birkinshaw J., and Sheehan T. Managing the knowledge life cycle. Sloan Management Review 44 1 (2002) 75-83
10. Bowman B.J. Building knowledge management systems. Information Systems Management 19 3 (2002) 32-40
11. Brown J.S., and Duguid P. Organizing knowledge. California Management Review 40 3 (1998) 90-111
12. Browne G.J., Curley S.P., and Benson P.G. Evoking information in probability assessment: knowledge maps and reasoning-based directed questions. Management Science 43 1 (1997) 1-14
13. Campbell D.T., and Fiske D.W. Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin 56 (1959) 81-105
14. Churchill Jr. G.A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Review 16 1 (1979) 64-73
15. Churchill Jr. G.A., and Surprenamt C. An investigation into the determinants of customer satisfaction. Journal of Marketing Research 19 4 (1982) 491-504
16. Cronbach L.J. Coefficient alpha and the internal structure of tests. Psychometrika 16 (1951) 297-334
17. Cronbach L.J., and Meehl P.E. Construct validity in psychological tests. Psychological Bulletin 52 4 (1955) 281-302
18. Cyert M.R., and March J.G. A behavioral theory of the firm (1963), Prentice-Hall, Englewood Cliffs, NJ
19. Davis F.D., Bagozzi R.P., and Warshaw P.R. User acceptance of computer technology: a comparison of two theoretical models. Management Science 35 8 (1989) 982-1003
20. DeLone W.H., and McLean E.R. Information systems success: the quest for the dependent variable. Information Systems Research 3 1 (1992) 60-95
21. DeLone W.H., and McLean E.R. The DeLone and McLean Model of information systems success: a ten-year update. Journal of Management Information Systems 19 4 (2003) 9-30
22. Devaraj S., Fan M., and Kohli R. Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics. Information Systems Research 13 3 (2002) 316-333
23. Doll W.J., and Torkzadeh G. The measurement of end-user computing satisfaction. MIS Quarterly 12 2 (1988) 259-274
24. Doll W.J., Raghunathan T.S., Lim J.-S., and Gupta Y.P. A confirmatory factor analysis of the user information satisfaction instrument. Information Systems Research 6 2 (1995) 177-189
25. Doll W.J., Xia W., and Torkzadeh G. A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly 18 4 (1994) 453-461
26. Duffy J. Knowledge management and its influence on the records and information manager. The Information Management Journal 35 3 (2001) 62-65
27. Duffy J. Knowledge management finally becomes mainstream. The Information Management Journal 35 4 (2001) 62-65
28. Gerbing D.W., and Anderson J.C. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 25 2 (1988) 186-192
29. Grover V., and Davenport T.H. General perspectives on knowledge management: fostering a research agenda. Journal of Management Information Systems 18 1 (2001) 5-21
30. Hansen M., Nohria N., and Tierney T. What's your strategy for managing knowledge. Harvard Business Review 77 2 (1999) 106-116
31. Holsapple C.W., and Joshi C.W. Knowledge manipulation activities: results of a Delphi study. Information and Management 39 6 (2002) 477-490
32. Holsapple C.W., and Winston A. Knowledge-based organizations. The Information Society 5 2 (1987) 77-90
33. Howard R.A. Knowledge maps. Management Science 35 8 (1989) 903-922
34. Hu P.J., Chau P.Y.K., Sheng O.R.L., and Tam K.Y. Examining the technology acceptance model using physician acceptance of telemedicine technology. Journal of Management Information Systems 16 2 (1999) 91-112
35. Huber G. Organization learning: the contribution processes and the literatures. Organization Science 2 1 (1991) 88-115
36. Ives B., Olson M.H., and Baroudi J.J. The measurement of user information satisfaction. Communications of the ACM 26 10 (1983) 785-793
37. King J.L., and Schrems E.L. Cost-benefits analysis in IS development and operation. Computer Surveys 10 1 (1978) 19-34
38. Klenke K. Construct measurement in management information systems: a review and critique of user satisfaction and user involvement instruments. INFOR 30 4 (1992) 325-348
39. Leonard-Barton D. Wellsprings of knowledge (1995), Harvard Business School Press, Boston
40. Lucas H.C. Why information systems fail (1975), Columbia University Press, New York
41. Mitchell T.R. An evaluation of the validity of correlational research conducted in organizations. Academy of Management Review 10 2 (1985) 192-205
42. Melone N.P. A theoretical assessment of the user-satisfaction construct in information systems research. Management Science 35 1 (1990) 76-91
43. Nonaka I. A dynamic theory of organizational knowledge creation. Organization Science 5 1 (1994) 14-37
44. Nunnally J.C. Psychometric theory (1978), McGraw-Hill, New York
45. Palvia P.C. A model and instrument for measuring small business user satisfaction with information technology. Information and Management 31 3 (1996) 151-163
46. Piccoli G., Ahmad R., and Ives B. Web-base virtual learning environment: a research framework and a preliminary assessment of effectiveness in basic IT skills training. MIS Quarterly 25 4 (2001) 401-426
47. Raymond L. Organizational characteristics and MIS success in the context of a small business. MIS Quarterly 9 1 (1985) 37-52
48. Rowley J. Eight questions for customer knowledge management in e-business. Journal of Knowledge Management 6 5 (2002) 500-511
49. Ruggles R. The state of notion: knowledge management in practice. California Management Review 40 3 (1998) 80-89
50. Saarinen T. An expanded instrument for evaluating information system success. Information and Management 31 2 (1996) 103-118
51. Smith H.J., Milberg S.J., and Burke S.J. Information privacy: measuring individuals' concerns about organizational practices. MIS Quarterly 20 2 (1996) 167-196
52. Spreng R.A., MacKenzie S.B., and Olshavsky R.W. A reexamination of the determinants of customer satisfaction. Journal of Marketing 60 3 (1996) 15-32
53. Storck J., and Hill P.A. Knowledge diffusion through strategic communities. Sloan Management Review 41 2 (2000) 63-74
54. Straub D.W. Validating instruments in MIS research. MIS Quarterly 13 2 (1989) 147-169
55. Swanson E.B. Management information systems: appreciation and involvement. Management Science 21 2 (1974) 178-188
56. Vail III E.F. Knowledge mapping: getting started with knowledge management. Information Systems Management 16 4 (1999) 16-23
57. Venkatesh V., and Davis F.D. A model of the antecedents of perceived ease of use: development and test. Decision Sciences 27 3 (1996) 451-481
58. von Krogh G. Care in knowledge creation. California Management Review 40 3 (1998) 133-153
59. Webster J., and Martocchio J.J. Microcomputer playfulness: development of a measure with workplace implications. MIS Quarterly 16 2 (1992) 201-226
60. Weiss D.J. Factor analysis in counseling research. Journal of Counseling Psychology 17 (1970) 477-485
61. Zack M.H. Managing codified knowledge. Sloan Management Review 40 4 (1999) 45-58