Determinants of computer user expectations and their relationships with user satisfaction: An empirical study

Computer user expectations are known to influence user satisfaction with computer systems. This paper explores the relationship between the determinants of user expectations and user satisfaction. Based upon data collected from 252 users, it is found that users whose expectations are set by sources internal to the organization are significantly more satisfied with their information systems than those whose expectations are set by external sources. The results highlight the need for IS staff to communicate realistic expectations to users. (C) 1997 Elsevier Science Ltd.