The relationship between system usage and user satisfaction: a meta‐analysis

Abstract

PurposeSystem usage and user satisfaction are widely accepted and used as surrogate measures of IS success. Past studies attempted to explore the relationship between system usage and user satisfaction but findings are mixed, inconclusive and misleading. The main objective of this research is to better understand and explain the nature and strength of the relationship between system usage and user satisfaction by resolving the existing inconsistencies in the IS research and to validate this relationship empirically as defined in Delone and McLean's IS success model.Design/methodology/approach“Meta‐analysis” as a research approach was adopted because of its suitability regarding the nature of the research and its capability of dealing with exploring relationships that may be obscured in other approaches to synthesize research findings. Meta‐analysis findings contributed towards better explaining the relationship between system usage and user satisfaction, the main objectives of this research.FindingsThis research examines critically the past findings and resolves the existing inconsistencies. The meta‐analysis findings explain that there exists a significant positive relationship between “system usage” and “user satisfaction” (i.e. r=0.2555) although not very strong. This research empirically validates this relationship that has already been proposed by Delone and McLean in their IS success model. Provides a guide for future research to explore the mediating variables that might affect the relationship between system usage and user satisfaction.Originality/valueThis research better explains the relationship between system usage and user satisfaction by resolving contradictory findings in the past research and contributes to the existing body of knowledge relating to IS success.