Perception and expectation gaps of information systems provider skills: the impact on user satisfaction

    Authors

    D. Tesch; R. Miller; J. J. Jiang;G. Klein

    Comments

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    Abbreviated Journal Title

    Inf. Syst. J.

    Keywords

    consonance; discrepancy; IS skills; user satisfaction; CUSTOMER SATISFACTION; JOB SKILLS; EXPLORATORY ANALYSIS; PERFORMANCE; PROFESSIONALS; INVOLVEMENT; PERSONNEL; FAILURE; SUCCESS; FIT; Information Science & Library Science

    Abstract

    Past research indicates that expectations play a crucial role in the final satisfaction of users of information systems (IS). This includes expectations regarding the skill levels exhibited by the providers of the IS services and products. Typically, the expectations are examined as gaps from perceived performance or as gaps from realistic expectations. The interaction of these gaps has not been thoroughly explored in past research, although recent theories anticipate both gaps are crucial in meeting the desires of the users. A matched pair sample of IS users and IS providers is used to collect data on expected skill levels and perceived delivery of the skills demanded. Gaps, both between these two stakeholder groups regarding expectations and within the user group regarding perceived delivery, are found to impact user satisfaction in a two-way analysis. The results indicate that expectations should be managed to higher levels and commonly understood across the user and provider groups.

    Journal Title

    Information Systems Journal

    Volume

    15

    Issue/Number

    4

    Publication Date

    1-1-2005

    Document Type

    Article

    Language

    English

    First Page

    343

    Last Page

    355

    WOS Identifier

    WOS:000231903900005

    ISSN

    1350-1917

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