article

Having expectations of information systems benefits that match received benefits: does it really matter?

Authors:

D. Sandy Staples,

Ian Wong,

Peter B. SeddonAuthors Info & Claims

Information and Management, Volume 40, Issue 2

Pages 115 - 131

https://doi.org/10.1016/S0378-7206(01)00138-0

Published: 01 December 2002 Publication History

Abstract

A study was conducted to examine the effect of implementing a new system on its users, specifically, the relationship between pre-implementation expectations and their perceived benefits based on post-implementation experience. Disconfirmation theory was used as the theoretical basis; this predicts that unrealistically high expectations will result in lower levels of perceived benefit than those associated with realistic expectations (i.e. where expectations match experience). Support was found for this prediction, refuting the predictions of dissonance theory. In addition to examining expectations of system use generally, six expectation categories were examined to identify the critical categories where managers should keep expectations from becoming unrealistically high. Significant relationships were found for three expectation categories: system usefulness, ease of use, and information quality. The results indicate that creating and maintaining realistic expectations of future system benefits really does matter.

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Cited By

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Navarro ASancho MSzelągowski MMedina-Garrido J(2024)Is User Perception the Key to Unlocking the Full Potential of Business Process Management Systems (BPMS)?Journal of Organizational and End User Computing10.4018/JOEUC.36409937:1(1-27)Online publication date: 14-Dec-2024
https://dl.acm.org/doi/10.4018/JOEUC.364099
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Serrano CShah VAbràmoff M(2018)Use of Expectation Disconfirmation Theory to Test Patient Satisfaction with Asynchronous Telemedicine for Diabetic Retinopathy DetectionInternational Journal of Telemedicine and Applications10.1155/2018/70152722018Online publication date: 11-Oct-2018
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Index Terms

Having expectations of information systems benefits that match received benefits: does it really matter?
1. Human-centered computing
  1. Human computer interaction (HCI)
2. Social and professional topics
  1. Professional topics
    1. Management of computing and information systems
      1. Project and people management

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Reviews

Reviewer: Laurie P. Dringus

A study is described by the authors that examined the effects unrealistically high expectations have on measures of the perceived benefits of systems. This study extends previous research on disconfirmation theory, user satisfaction, and information systems? effectiveness, by examining the relationship between pre-implementation expectations and their perceived net benefit, after a new system was implemented. The authors posit ten hypotheses related to the impact of managers having high expectations on perceived net benefit. Some expectation categories examined in the study included system usefulness, ease of use, information quality, knowledge of the system, ease of learning, and attitude concerning system use. To test their hypotheses, the authors surveyed 240 university librarians on items relating to perceived benefits arising from use of new information systems. While the respondent sample size was small (n=43), the authors found significant relationships in three expectation categories: system usefulness, ease of use, and information quality. The results of the study demonstrated the adverse effects that unrealistically high expectations can have on the user-perceived net benefit of a system. These results are consistent with past research, indicating that managing expectations is an important consideration for successfully implementing a new information system. While the authors claimed that ?support was found refuting the predictions of dissonance theory,? given the small sample size, the authors could not actually generalize about the efficacy of one theory (namely, dissonance theory) over another (namely, disconfirmation theory). At best, the authors could only suggest that disconfirmation theory is appropriate to use in an information systems setting. Online Computing Reviews Service

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Published In

Information and Management Volume 40, Issue 2

December 2002

71 pages

ISSN:0378-7206

Issue’s Table of Contents

Publisher

Elsevier Science Publishers B. V.

Netherlands

Publication History

Published: 01 December 2002

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Han YEllis T(2018)A Study of User Continuance Behavioral Intentions Toward Privacy-Protection PracticesInformation Resources Management Journal10.4018/IRMJ.201804010231:2(24-46)Online publication date: 1-Apr-2018
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Retana GForman CWu D(2016)Proactive Customer Education, Customer Retention, and Demand for Technology SupportManufacturing & Service Operations Management10.1287/msom.2015.054718:1(34-50)Online publication date: 1-Feb-2016
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Recommendations

Re-examining the role of attitude in information system acceptance: a model from the satisfaction–dissatisfaction perspective

Variables affecting information technology end-user satisfaction

Moderating role of gender in the relationships between perceived benefits and satisfaction in social virtual world continuance

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