An examination of information user satisfaction formation process
Xi Shi, Stevens Institute of Technology, United States
Stevens Institute of Technology . Awarded
Disconfirmation of expectations theory is introduced from the field of marketing, and applied to this study. College faculties working in science and engineering schools or programs are studied as information users, and academic libraries are used as the testing sites. Both information needs and expectations are used as disconfirmation standards to investigate information user satisfaction formation process. The findings of this study confirmed the applicability of disconfirmation paradigm in the field of information management. Information is studied as a consumable product, and information users are customers who are having a purchasing experience. The results of this study have indicated that both information product satisfaction and information services satisfaction contribute to the overall information user satisfaction. Information need as a comparison standard is as important as expectations, and need disconfirmation has a greater impact on both information product satisfaction and service satisfaction than expectation disconfirmation.
Shi, X. An examination of information user satisfaction formation process. Ph.D. thesis, Stevens Institute of Technology.
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