Utilization and User Satisfaction in End-User Computing: A Task Contingent Model

Abstract

There has been much controversy regarding the relationship between utilization and user satisfaction. Moreover, conflicting empirical results on that relationship have been reported. Based on the information processing view, a new, alternative model which can resolve this conflict is suggested. The model includes the congruence of task uncertainty and utilization and the contingent effect of task uncertainty on the relationship between utilization and user satisfaction in the context of end-user computing (EUC). This new model is moderately supported by an analysis of data obtained from 134 end-users in 16 Korean business organizations. The results imply that we should pay attention to the fit between task uncertainty and utilization to promote user satisfaction. The results also provide a framework which resolves the inconsistent relationship between utilization and user satisfaction. Implications and future research directions are drawn for further research on MIS and EUC and for the management of EUC.