The structure of Web-based information systems satisfaction: An application of confirmatory factor analysis

Christy M K CHEUNG*, Matthew K.O. Lee

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


User satisfaction has become one of the most important measures of the success or effectiveness of information systems; however, very little is known about its structure and dimensionality in the web environment. In the current study, five latent variable models were empirically tested and compared to describe the relationships among 21 observable variables concerned with web-based information systems satisfaction. Using data from a sample of 515 university students, a second-order model was retained based on statistical and theoretical criteria. At the first-order level were six highly interrelated primary factors; understandability, reliability, usefulness, access, usability, and navigation. These six factors were explained by two interrelated second-order factors of web information satisfaction and web system satisfaction. Overall, the model provides a good-fit to the data and is theoretically valid, reflecting logical consistency. Implications of the current investigation for practice and research are provided.

Original languageEnglish
Pages (from-to)257-273
Number of pages17
JournalLecture Notes in Business Information Processing
Issue number4
Publication statusPublished - 2008

Scopus Subject Areas

  • Management Information Systems
  • Control and Systems Engineering
  • Business and International Management
  • Information Systems
  • Modelling and Simulation
  • Information Systems and Management

User-Defined Keywords

  • Information Quality
  • System Quality
  • User Satisfaction
  • Web-based Information System


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