User satisfaction in group support systems research: a meta-analysis of experimental results

Abstract

This paper takes one meta-analytic approach to reviewing the body of group support systems (GSS) literature. Over 230 GSS papers were examined, and of the 55 that measured satisfaction, 25 met the conditions for this meta-analysis. Moderating effects examined are the type of satisfaction, the level and mode of communication, and the task type. The results show no evidence that, overall, GSS-supported groups are more satisfied than manual groups. There is also no support for the notion that GSS-supported groups report higher process satisfaction than outcome satisfaction. There is evidence however that groups using a level 2 GSS are more satisfied than users of level 1 GSS and that groups completing idea generation tasks are more satisfied if they use a GSS, and are more satisfied than GSS supported decision making groups. Finally, there is a difference in satisfaction between synchronous and asynchronous GSS-supported groups although both are less satisfied than manual groups.