A Theoretical Study on the Measurement of User Information Satisfaction on the Information System

정보시스템 이용자의 정보만족도 측정에 관한 이론적 고찰

The objective of this study were 1) to review concepts of user information satisfaction (UIS), 2) to analyze tools for measuring user information satisfaction, 3) to identify factors affecting information satisfaction. The study was carried out by the analysis of literatures related to information system. The construct of UIS has been operationalized in many different ways. Several studies employed single-item rating scales; such scales have been criticized as unreliable. Single-item scales also provide little information as to what the user finds dissatisfying(satisfying) and are thus of limited utility outside a research setting. Multiple-item UIS measures have become increasingly common. Generally, they are of two types. The first focuses on the information system product. With such diverse names as "system acceptance", "output quality", and "appreciation", these scales focus on the content of the information system and the manner in which the information is presented. The second type of multiple-item scale includes the organizational support for developing and maintaining the system as well as the system product itself. This type of instrument contains items concerned with training, documentation, development procedures, systems maintenance, etc., as well as items related to system content. Thus it provides an indicator of the overall quality of information services provided by an information service function. Generally, UIS measures have not been carefully validated. Recently, however, several rigorous attempts have been made to develop valid and reliable UIS measure.