Investigating users' post-adoptive satisfaction and dissatisfaction toward an information system

An information system can be regarded as successful when a significant number of users use the system in a continued basis. Satisfaction is often regarded as the basis of continued usage, while dissatisfaction may cause users to discontinue the system use. While many studies of information system have investigated user satisfaction, user dissatisfaction seems to be ignored. The purpose of this study is to investigate the factors that influence user satisfaction and the factors that influence user dissatisfaction. Drawing the theoretical assumptions from Oliver’s expectation-confirmation theory and Herzberg’s twofactor theory, we propose a general theoretical framework that posits environmental factors and job-specific outcome factors may cause satisfaction and dissatisfaction. The framework extends our understanding of user satisfaction and dissatisfaction and helps to underpin and categorize the factors that are salient for causing user satisfaction and dissatisfaction during postadoption stage of information system usage. By collecting text data responses using open ended survey questions and qualitatively analyzing them, we identify a list of factors that cause educators’ satisfaction and a list of factors that cause dissatisfaction in the e-learning tool utilization context. Our study reveals that satisfaction is caused by both environmental and job-specific factors, while dissatisfaction is mainly caused by environmental factors.