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Journal of Librarianship and Information Science, Vol. 39, No. 3, 142-152 (2007)
DOI: 10.1177/0961000607080417

User satisfaction as a measure of system performance

Jillian R. Griffiths

Centre for Research in Library and Information Management, CERLIM Department of Information and Communications Manchester Metropolitan University Geoffrey Manton Building Rosamond Street West Manchester M15 6LL,j.r.griffiths{at}mmu.ac.uk

Frances Johnson

Centre for Research in Library and Information Management, CERLIM Department of Information and Communications

Richard J. Hartley

Centre for Research in Library and Information Management, CERLIM Department of Information and Communications

It is evident from previous research that user satisfaction is a multidimensional, subjective variable which can be affected by many factors other than performance of the system or searcher. This article draws on information retrieval and information systems literature in an attempt to understand what user satisfaction is, how it is measured, what factors affect it, and why findings on user satisfaction have been so varied and contradictory. It concludes with recommendations for future investigation of the use of user satisfaction as a measure of system performance.

Key Words: information retrieval • information systems • system performance • user factors • user satisfaction

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This Article
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