The Information Satisfaction and Use Model: A Comprehensive Framework That Includes Perceived Value, Disconfirmation, and Response to Feedback

User information satisfaction (UIS) and system usage have been two important variables in MIS research because they are used to indicate system effectiveness, a factor that is hard to measure directly. This study presents the Information Satisfaction and Use Model (ISUM), a new framework that develops a comprehensive view of how UIS is formed and how it is determines system usage. This study draws from prior UIS measurement instruments, especially from those of Ives, Olson and Baroudi (1983) and Doll and Torkzadeh (1988). It also borrows heavily from Shirani, Aiken and Reithel’s (1994) UIS model and from the American Customer Satisfaction Index model (Fornell, Johnson, Anderson, Cha and Bryant 1996). In addition to incorporating several UIS-related factors familiar in the literature, the ISUM develops and explicitly incorporates some less studied variables. The perceived value of an information system is a user’s judgment of whether the system is worthwhile to learn and use, and is important in determining satisfaction. The confirmation or disconfirmation of expectations is a major direct determinant of UIS. This study clarifies the nature of user expectations in determining UIS, relating them to user and organizational characteristics. Also, when users complain about system deficiencies, the response to this feedback should significantly affect their satisfaction, which in turn determines sustained voluntary system usage. Thus the ISUM both consolidates and extends prior research in UIS.