User satisfaction with an internet-based portal: An asymmetric and nonlinear approach

Christy M K CHEUNG, Matthew K.O. Lee

Research output: Contribution to journalArticlepeer-review

38 Citations (Scopus)

Abstract

Past research in information systems (IS) user satisfaction primarily adopted a conventional "key-driver analysis" approach assuming that independent variables symmetrically and linearly affect user satisfaction. However, recent studies suggest that relationships in IS satisfaction models are more complex. Relying solely on symmetric and linear models runs the risk of sys-temically misestimating the impact of independent variables on user satisfaction. Building upon previous work, we empirically tested the asymmetric and nonlinear IS user satisfaction model in the context of Internet-based portals. Results show that negative perceived performance on three of the four information-quality attributes have greater impacts on overall satisfaction than do positive perceived performance. In addition, user satisfaction appears to display diminishing sensitivity to information quality in the domain of negative perceived performance but not in positive perceived performance. We expect that this study will generate interest in this new but important area of research.

Original languageEnglish
Pages (from-to)111-122
Number of pages12
JournalJournal of the American Society for Information Science and Technology
Volume60
Issue number1
DOIs
Publication statusPublished - Jan 2009

Scopus Subject Areas

  • Software
  • Information Systems
  • Human-Computer Interaction
  • Computer Networks and Communications
  • Artificial Intelligence

Fingerprint

Dive into the research topics of 'User satisfaction with an internet-based portal: An asymmetric and nonlinear approach'. Together they form a unique fingerprint.

Cite this