User Satisfaction with Computer-Mediated Communication Systems

TLDR

Interactive computer systems should be viewed as socio‑technical systems whose acceptance is influenced by an interaction among characteristics of the individual users, the groups and organizations in which they are implemented, and the computer systems themselves. Four months after baseline questionnaires, new users of four computer‑mediated communication systems answered follow‑up questionnaires measuring subjective satisfaction. Factor analysis revealed four dimensions—two instrumental (Interface and Performance) and two social‑emotional (Unexpressive and Mode Problems)—with Interface satisfaction most strongly linked to system software, documentation, and user attitudes, while Unexpressive satisfaction correlated with group‑level factors such as prior offline communication frequency and task attitudes, indicating that managers must align CMCS fit with specific work groups.

Abstract

Interactive computer systems should be viewed as “socio-technical” systems whose acceptance is influenced by an interaction among characteristics of the individual users, the groups and organizations in which they are implemented, and the computer systems themselves. Four months after completing baseline questionnaires, new users of four computer-mediated communication systems (CMCS) answered follow-up questionnaires which included a number of items measuring subjective satisfaction. Factor analysis identified two primarily instrumental dimensions (satisfaction with the Interface and with system Performance), and two primarily social-emotional dimensions (Unexpressive—perceived inadequacy of the system for expressive, emotional, or personal communication—and Mode Problems with computer-mediated communication). The strongest correlates of Interface satisfaction are differences in system software and documentation, interacting with baseline attitudes and characteristics of the individual users. By contrast, the strongest correlates of the Unexpressive factor include such group-level variables as frequency of previous (off-line) communication with the group, and attitudes towards the group task. Thus to insure a successful implementation, managers must consider the “fit” between a CMCS and a particular work group.