Perception and expectation gaps of information systems provider skills: the impact on user satisfaction |
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| Authors: | Debbie Tesch,Ruth Miller,James J Jiang,& Gary Klein |
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| Affiliation: | Williams College of Business, Xavier University, Cincinnati, OH 45207-3236, USA, email:,;College of Business Administration, University of Louisiana at Monroe, Monroe, LA 71209, USA, email:,;Department of Management Information Systems, University of Central Florida, Orlando, FL 32816-1400, USA, email:, and;College of Business and Administration, University of Colorado at Colorado Springs, 1420 Austin Bluffs Parkway, Colorado Springs, CO 80933-7150, USA, email: |
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| Abstract: | ![]()
Abstract. Past research indicates that expectations play a crucial role in the final satisfaction of users of information systems (IS). This includes expectations regarding the skill levels exhibited by the providers of the IS services and products. Typically, the expectations are examined as gaps from perceived performance or as gaps from realistic expectations. The interaction of these gaps has not been thoroughly explored in past research, although recent theories anticipate both gaps are crucial in meeting the desires of the users. A matched pair sample of IS users and IS providers is used to collect data on expected skill levels and perceived delivery of the skills demanded. Gaps, both between these two stakeholder groups regarding expectations and within the user group regarding perceived delivery, are found to impact user satisfaction in a two-way analysis. The results indicate that expectations should be managed to higher levels and commonly understood across the user and provider groups. |
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| Keywords: | consonance discrepancy IS skills user satisfaction |
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