A critical review of end-user information system satisfaction research and a new research framework

This paper presents a critical review of research in end-user information system satisfaction (EUISS). An extensive literature search is conducted from which over 50 EUISS related papers are identified. It is found that the past research is dominated by the expectation disconfirmation approach. To provide more insights into the psychological processing of the information system performance construct and its impact upon EUISS, we propose an integrated conceptual model based on the equity and needs theories. The implications of the proposed model for EUISS are discussed, and suggestions are made for testing the model. (C) 2002 Elsevier Science Ltd. All rights reserved.