Studies
evaluating information management personnel’s satisfaction with IT systems tend
to employ one-dimensional linear thinking before identifying the associated
affecting factors. However, this method cannot clearly define the true
cognition of users or confirm how the factors affect satisfaction. The present
study combined Herzberg’s two-factor theory and the Kano model with expectation
disconfirmation theory to form a two-phase study. First, a thorough literature
review and modified Delphi method were conducted to consolidate the dimensions
of user satisfaction and associated variables, which found that “confirmation”
in the expectation disconfirmation theory is closely related to satisfaction.
Subsequently, a questionnaire was designed using
the determined variables and based on expectation disconfirmation theory. The questionnaire was distributed using convenience sampling to
employees at companies in Taiwan, with 369 valid responses returned. Using this
innovative method, this study successfully divided the variables that affect
the satisfaction of information systems into four types: motivators and
hygiene, performance, and useless factors.
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