Int. J. Human-Computer Studies (2000) 52, 751}771 doi:10.1006/ijhc.1999.0353 Available online at http://www.idealibrary.com on
Variables affecting information technology end-user satisfaction: a meta-analysis of the empirical literature
MO ADAM MAHMOOD Information and Decision Sciences Department, University of Texas at El Paso, El Paso, TX 79968-0544, U.S.A. e-mail: mmahmood@mail.utep.edu JANICE M. BURN Head of School Management Information Systems, Edith Cowan University, Churchlands Campus, Perth, WA 6018, Australia. e-mail: j.burn@cowan.edu.au LEOPOLDO A. GEMOETS Information and Decision Sciences Department, University of Texas at El Paso, El Paso, TX 79968-0544, USA CARMEN JACQUEZ Education Management, Southwest Institute, 9611 Acer Avenue, El Paso, TX 79925, USA (Received 25 September 1999 and accepted 28 September 1999)
The level of end-user satisfaction with information technology (IT) has widely been accepted as an indicator of IT success. The present research synthesizes and validates the construct of IT end-user satisfaction using a meta-analysis. It accomplishes this by analysing the empirical results of 45 end-user satisfaction studies published between 1986 and 1998 and by focusing on relationships between end-user satisfaction and nine variables: perceived usefulness, ease of use, user expectations, user experience, user skills, user involvement in system development, organizational support, perceived attitude of top management toward the project and user attitude toward information systems (IS) in widely divergent settings. The present analysis found positive support for the in#uence of all nine variables on end-user IT satisfaction but to varying degrees. The most signi"cant relationships were found to be user involvement in systems development, perceived usefulness, user experience, organizational support and user attitude toward the IS. This has implications for IS analysis and design as well as user training and the development of...