A1 Journal article – refereed
Sources of satisfaction and dissatisfaction with a learning management system in post-adoption stage – A critical incident technique approach

Subtitle: A critical incident technique approach
List of Authors: Najmul Islam A.
Publisher: Pergamon
Publication year: 2014
Journal: Computers in Human Behavior
Journal name in source: Computers in Human Behavior
Volume number: 30
Issue number: Jan.
Number of pages: 13
eISSN: 1873-7692

This study investigates the factors that generate user satisfaction and the factors that generate user dissatisfaction during post-adoption usage of an information system. Drawing on the theoretical assumptions from Oliver's expectation-confirmation theory, Herzberg's two-factor theory and Kano's satisfaction model, we propose a generic theoretical framework that argues environmental factors and job-specific outcome factors may generate satisfaction and dissatisfaction. The framework extends our understanding of user satisfaction and dissatisfaction and helps to clarify and categorize the factors that are salient for generating user satisfaction and dissatisfaction. By collecting text data responses using open-ended survey questions following critical incident technique and analyzing them, we identify a list of factors that generate user satisfaction and a list of factors that generate dissatisfaction in a learning management system utilization context. The results of our research are that satisfaction is generated by both environmental and job-specific factors, while dissatisfaction is generated only by environmental factors. Overall, the results suggest that sources of satisfaction and dissatisfaction mostly differ in a particular context. © 2013 Elsevier Ltd. All rights reserved.

Last updated on 2019-30-01 at 00:56