A Literature Review of User Satisfaction Models Towards Information System Success

Abstract

User satisfaction is considered an important aspect of information system success. The objective of this article is to present a literature review on the usefulness and importance of user satisfaction as a measure of the effectiveness of information systems in modern Information Society. At the same time, the article follows the evolution of user satisfaction models, to study the research efforts in light of its multidimensional nature. Towards this direction, several widely accepted user satisfaction models are considered and compared. As a result, it turns out that the most adequate model for the measurement of user satisfaction is the 3Q model. This model focuses on the system, information and service quality aspects of an information system and highlights the causal relationships among them in order to study user satisfaction. Moreover, the article investigates the functional applicability and assessment of the fundamental user satisfaction models in the e-commerce and e-governance domains.