Galletta, DF and Lederer, AL
(1989)
Some Cautions on the Measurement of User Information Satisfaction.
Decision Sciences, 20 (3).
419 - 434.
ISSN 0011-7315
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Abstract
User information satisfaction (UIS) is important because of its potential effects on MIS department goals, quality of user work life, and extent of voluntary usage of systems. Reliable measurement of UIS is important for providing evaluative information for both researchers and practitioners. This study used 92 managers and executives as subjects to compare the test/retest reliability of a widely used, 13‐scale UIS instrument together with four summary questions under experimental and control conditions. The summary questions behaved more reliably than the detailed questions for all groups, perhaps because of problems with scale units and origins and with item heterogeneity. This suggests that researchers need more reliable measures of UIS and that practitioners need to exercise caution when collecting and interpreting UIS scores. Copyright © 1989, Wiley Blackwell. All rights reserved
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