User Satisfaction with E-Collaborative Systems

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Author(s): Jeffrey Wong (University of Nevada, USA), Kevin Dow (Kent State University, USA), Ofir Turel (California State University, USA)and Alexander Serenko (Lakehead University, Canada)
Copyright: 2008
Pages: 11
Source title: E-Collaboration in Modern Organizations: Initiating and Managing Distributed Projects
Source Author(s)/Editor(s): Ned Kock (Texas A&M International University, USA)
DOI: 10.4018/978-1-59904-825-3.ch003

Keywords: E-Collaboration / Information Science Reference / Media & Communications / Social Computing

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Abstract

E-mail is a critical component of most e-collaborative environments. This chapter describes an application of the American Customer Satisfaction Index (ACSI) framework to model the antecedents and consequences of customer satisfaction with e-mail systems. The ACSI framework is an established methodology in the marketing literature and appeared to be useful to assess the antecedents and consequences of individual satisfaction in many more circumstances than external customer purchases. We surveyed e-mail users to gather data to utilize in an ACSI model modified for e-mail systems. Our findings indicate that the ACSI model can yield useful insights into factors that contribute to and result from user satisfaction.

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User Satisfaction with E-Collaborative Systems

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