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User Satisfaction with Computer-Mediated Communication Systems

Author

Listed:
  • Starr Roxanne Hiltz

    (Computerized Conferencing and Communications Center, New Jersey Institute of Technology, Newark, New Jersey 07102)

  • Kenneth Johnson

    (Computerized Conferencing and Communications Center, New Jersey Institute of Technology, Newark, New Jersey 07102)

Abstract

Interactive computer systems should be viewed as "socio-technical" systems whose acceptance is influenced by an interaction among characteristics of the individual users, the groups and organizations in which they are implemented, and the computer systems themselves. Four months after completing baseline questionnaires, new users of four computer-mediated communication systems (CMCS) answered follow-up questionnaires which included a number of items measuring subjective satisfaction. Factor analysis identified two primarily instrumental dimensions (satisfaction with the Interface and with system Performance), and two primarily social-emotional dimensions (Unexpressive---perceived inadequacy of the system for expressive, emotional, or personal communication---and Mode Problems with computer-mediated communication). The strongest correlates of Interface satisfaction are differences in system software and documentation, interacting with baseline attitudes and characteristics of the individual users. By contrast, the strongest correlates of the Unexpressive factor include such group-level variables as frequency of previous (off-line) communication with the group, and attitudes towards the group task. Thus to insure a successful implementation, managers must consider the "fit" between a CMCS and a particular work group.

Suggested Citation

  • Starr Roxanne Hiltz & Kenneth Johnson, 1990. "User Satisfaction with Computer-Mediated Communication Systems," Management Science, INFORMS, vol. 36(6), pages 739-764, June.
    • Handle: RePEc:inm:ormnsc:v:36:y:1990:i:6:p:739-764
    DOI: 10.1287/mnsc.36.6.739
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    Cited by:

    1. Sora Kang & Kai H. Lim & Min Soo Kim & Hee-Dong Yang, 2012. "Research Note ---A Multilevel Analysis of the Effect of Group Appropriation on Collaborative Technologies Use and Performance," Information Systems Research, INFORMS, vol. 23(1), pages 214-230, March.
    2. Gelderman, M., 1995. "Factors affecting the success of management support systems: analysis and meta-analysis," Serie Research Memoranda 0020, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    3. Lionel P. Robert & Alan R. Dennis & Manju K. Ahuja, 2008. "Social Capital and Knowledge Integration in Digitally Enabled Teams," Information Systems Research, INFORMS, vol. 19(3), pages 314-334, September.
    4. John W. Boudreau, 2004. "50th Anniversary Article: Organizational Behavior, Strategy, Performance, and Design in Management Science," Management Science, INFORMS, vol. 50(11), pages 1463-1476, November.
    5. Smith, Antoinette L. & Murthy, Uday S. & Engle, Terry J., 2012. "Why computer-mediated communication improves the effectiveness of fraud brainstorming," International Journal of Accounting Information Systems, Elsevier, vol. 13(4), pages 334-356.
    6. Kummitha, Rama Krishna Reddy, 2018. "Entrepreneurial urbanism and technological panacea: Why Smart City planning needs to go beyond corporate visioning?," Technological Forecasting and Social Change, Elsevier, vol. 137(C), pages 330-339.
    7. Han, Yan & Zhang, Tiantian & Wang, Meng, 2020. "Holiday travel behavior analysis and empirical study with Integrated Travel Reservation Information usage," Transportation Research Part A: Policy and Practice, Elsevier, vol. 134(C), pages 130-151.
    8. Orlikowski, Wanda J. (Wanda Janina)., 2003. "The duality of technology : rethinking the concept of technology in organizations," Working papers #105, Massachusetts Institute of Technology (MIT), Sloan School of Management.

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