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Does user satisfaction relate to adoption behavior?: an exploratory analysis using CPRS implementation
C R Weir1, R Crockett, S Gohlinghorst
1VA Salt Lake City Health Care System, USA.
Proceedings. AMIA Symposium
|November 18, 2000
Summary
User satisfaction measures predict system adoption, but the strength of this relationship varies. Direct reports of feelings and task-specific effectiveness were stronger predictors of adoption than general satisfaction or usability assessments.
Area of Science:
- Health Informatics
- Information Systems Research
- Human-Computer Interaction
Background:
- User satisfaction is frequently used as a proxy for user adoption in information system evaluations.
- Direct empirical assessment of the relationship between user satisfaction and user adoption remains limited.
- Understanding this link is crucial for successful information system implementation, particularly in healthcare.
Purpose of the Study:
- To investigate the relationship between various user satisfaction measures and actual user adoption behaviors.
- To determine which specific types of user satisfaction assessments are most predictive of system adoption.
- To examine these relationships within the context of a large-scale health information system implementation.
Main Methods:
- Explored the relationship between four distinct user satisfaction measures and five different user adoption behaviors.
- Utilized data from the implementation of the Veteran's Health Administration Computerized Patient Record System 1.0.
- Employed statistical analysis to assess the predictive power of satisfaction measures on adoption behaviors.
Main Results:
- The relationship between user satisfaction and user adoption was found to be modest.
- The predictive strength of satisfaction measures on adoption varied significantly based on the measurement approach used.
- Direct reports of user affect and judgments of task efficacy demonstrated a stronger association with adoption behaviors compared to usability or general satisfaction metrics.
Conclusions:
- User satisfaction is a relevant, though not perfect, predictor of information system adoption.
- The specific method used to measure user satisfaction critically influences its apparent relationship with adoption.
- For predicting adoption, focusing on affective responses and task-specific efficacy may be more insightful than general usability or overall satisfaction.