Measuring acceptance of computer-mediated communication systems

Three dimensions of acceptance for Computer-Mediated Communication Systems (CMCS) were only moderately interrelated in a longitudinal study of users of four systems: use, subjective satisfaction, and benefits. The methodological objective of this study was to identify generaiizabie factor structures for acceptance of CMCS, based on a small set of items. Analysis of the items measuring subjective satisfaction identified four factors: satisfaction with the interface, feelings that the system’s performance was productive and stimulating, ability of CMCS to support expressive interpersonal communications, and problems with CMCS as a mode of communication and information exchange. TWO components of benefits were identified: impacts on prOChICtivity and impacts on career advancement. The findings suggest that future studies of CMCS’s in particular, and perhaps of computer-based information systems in general, should not assume that usage alone or subjective satisfaction alone are adequate measures of successful implementation. Use, subjective satisfaction and perceived benefits may vary independently.