A1 Vertaisarvioitu alkuperäisartikkeli tieteellisessä lehdessä
Sources of satisfaction and dissatisfaction with a learning management system in post-adoption stage – A critical incident technique approach
Alaotsikko: A critical incident technique approach
Tekijät: Najmul Islam A.
Kustantaja: Pergamon
Julkaisuvuosi: 2014
Journal: Computers in Human Behavior
Tietokannassa oleva lehden nimi: Computers in Human Behavior
Vuosikerta: 30
Numero: Jan.
Aloitussivu: 249
Lopetussivu: 261
Sivujen määrä: 13
ISSN: 0747-5632
eISSN: 1873-7692
DOI: https://doi.org/10.1016/j.chb.2013.09.010
Verkko-osoite: http://api.elsevier.com/content/abstract/scopus_id:84885409842
Tiivistelmä
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.
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.
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