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Vol.21 No.4
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Development and Measurement of User Satisfaction Index Model for Information Systems

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2004, v.21 no.4, pp.153-171
https://doi.org/10.3743/KOSIM.2004.21.4.153


& (2004). Development and Measurement of User Satisfaction Index Model for Information Systems. Journal of the Korean Society for Information Management, 21(4), 153-171, https://doi.org/10.3743/KOSIM.2004.21.4.153
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Abstract

The measurement of information system (IS) effectiveness is critical to understanding of the value and efficacy of IS actions and IS investments. In this paper, we propose a new model of the user satisfaction index for ISs and present the user satisfaction index which is measured by the proposed model. Based on the representative theories and models in the field of marketing and IS, we propose a new user satisfaction index model and verify the new model through the analysis of structural equation model. The proposed model consists of four basic dimensions: information quality, service quality, systems quality, and user satisfaction. Also, users' royalty and complaint are adopted as the additional dimension in this model. Data was collected from the ITFIND users to measure their satisfaction index. We, then, suggest some strategic guidelines for the better ITFIND which may useful when the system designers consider upgrading of the system in the future.

keywords
정보시스템, 이용자만족지수, 구조방정식 모형, 정보품질information system, user satisfaction index, structure equation model, ITFIND

Journal of the Korean Society for Information Management

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