{"id":"https://openalex.org/W2023488937","doi":"https://doi.org/10.1177/0961000607080417","title":"User satisfaction as a measure of system performance","display_name":"User satisfaction as a measure of system performance","publication_year":2007,"publication_date":"2007-09-01","ids":{"openalex":"https://openalex.org/W2023488937","doi":"https://doi.org/10.1177/0961000607080417","mag":"2023488937"},"language":"en","primary_location":{"id":"doi:10.1177/0961000607080417","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0961000607080417","pdf_url":null,"source":{"id":"https://openalex.org/S115019648","display_name":"Journal of Librarianship and Information Science","issn_l":"0961-0006","issn":["0961-0006","1741-6477"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Librarianship and Information Science","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5081408942","display_name":"Jillian R. Griffiths","orcid":null},"institutions":[{"id":"https://openalex.org/I11983389","display_name":"Manchester Metropolitan University","ror":"https://ror.org/02hstj355","country_code":"GB","type":"education","lineage":["https://openalex.org/I11983389"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Jillian R. Griffiths","raw_affiliation_strings":["Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications Manchester Metropolitan                         University Geoffrey Manton Building Rosamond Street West Manchester M15 6LL,","Centre for Research in Library and Information Management, CERLIM Department of Information and Communications Manchester Metropolitan University Geoffrey Manton Building Rosamond Street West Manchester M15 6LL,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications Manchester Metropolitan                         University Geoffrey Manton Building Rosamond Street West Manchester M15 6LL,","institution_ids":["https://openalex.org/I11983389"]},{"raw_affiliation_string":"Centre for Research in Library and Information Management, CERLIM Department of Information and Communications Manchester Metropolitan University Geoffrey Manton Building Rosamond Street West Manchester M15 6LL,","institution_ids":["https://openalex.org/I11983389"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5028469363","display_name":"Frances Johnson","orcid":"https://orcid.org/0000-0003-0632-9790"},"institutions":[{"id":"https://openalex.org/I4210123366","display_name":"Health Information Management","ror":"https://ror.org/02zmq8s40","country_code":"BE","type":"other","lineage":["https://openalex.org/I4210123366"]}],"countries":["BE"],"is_corresponding":false,"raw_author_name":"Frances Johnson","raw_affiliation_strings":["Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications","Centre for Research in Library and Information Management, CERLIM Department of Information and Communications"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications","institution_ids":["https://openalex.org/I4210123366"]},{"raw_affiliation_string":"Centre for Research in Library and Information Management, CERLIM Department of Information and Communications","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5011385577","display_name":"Richard J. Hartley","orcid":null},"institutions":[{"id":"https://openalex.org/I4210123366","display_name":"Health Information Management","ror":"https://ror.org/02zmq8s40","country_code":"BE","type":"other","lineage":["https://openalex.org/I4210123366"]}],"countries":["BE"],"is_corresponding":false,"raw_author_name":"Richard J. Hartley","raw_affiliation_strings":["Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications","Centre for Research in Library and Information Management, CERLIM Department of Information and Communications"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications","institution_ids":["https://openalex.org/I4210123366"]},{"raw_affiliation_string":"Centre for Research in Library and Information Management, CERLIM Department of Information and Communications","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5081408942"],"corresponding_institution_ids":["https://openalex.org/I11983389"],"apc_list":null,"apc_paid":null,"fwci":4.2791,"has_fulltext":false,"cited_by_count":60,"citation_normalized_percentile":{"value":0.93902936,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"39","issue":"3","first_page":"142","last_page":"152"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9997000098228455,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980999827384949,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9958999752998352,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-user-satisfaction","display_name":"Computer user satisfaction","score":0.894220769405365},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"User satisfaction","score":0.7719922065734863},{"id":"https://openalex.org/keywords/measure","display_name":"Measure (data warehouse)","score":0.701208233833313},{"id":"https://openalex.org/keywords/affect","display_name":"Affect (linguistics)","score":0.6343948841094971},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.576362669467926},{"id":"https://openalex.org/keywords/information-system","display_name":"Information system","score":0.4964008927345276},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4037291705608368},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.359164834022522},{"id":"https://openalex.org/keywords/information-retrieval","display_name":"Information retrieval","score":0.32750949263572693},{"id":"https://openalex.org/keywords/user-experience-design","display_name":"User experience design","score":0.29016777873039246},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.28176140785217285},{"id":"https://openalex.org/keywords/user-interface-design","display_name":"User interface design","score":0.14692264795303345},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.12477660179138184},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.10602760314941406}],"concepts":[{"id":"https://openalex.org/C63880386","wikidata":"https://www.wikidata.org/wiki/Q5157592","display_name":"Computer user satisfaction","level":4,"score":0.894220769405365},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.7719922065734863},{"id":"https://openalex.org/C2780009758","wikidata":"https://www.wikidata.org/wiki/Q6804172","display_name":"Measure (data warehouse)","level":2,"score":0.701208233833313},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.6343948841094971},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.576362669467926},{"id":"https://openalex.org/C180198813","wikidata":"https://www.wikidata.org/wiki/Q121182","display_name":"Information system","level":2,"score":0.4964008927345276},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4037291705608368},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.359164834022522},{"id":"https://openalex.org/C23123220","wikidata":"https://www.wikidata.org/wiki/Q816826","display_name":"Information retrieval","level":1,"score":0.32750949263572693},{"id":"https://openalex.org/C201025465","wikidata":"https://www.wikidata.org/wiki/Q11248500","display_name":"User experience design","level":2,"score":0.29016777873039246},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.28176140785217285},{"id":"https://openalex.org/C149229913","wikidata":"https://www.wikidata.org/wiki/Q135707","display_name":"User interface design","level":3,"score":0.14692264795303345},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.12477660179138184},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.10602760314941406},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C119599485","wikidata":"https://www.wikidata.org/wiki/Q43035","display_name":"Electrical engineering","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/0961000607080417","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0961000607080417","pdf_url":null,"source":{"id":"https://openalex.org/S115019648","display_name":"Journal of Librarianship and Information Science","issn_l":"0961-0006","issn":["0961-0006","1741-6477"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Librarianship and Information Science","raw_type":"journal-article"},{"id":"pmh:oai:e-space.mmu.ac.uk:23157","is_oa":false,"landing_page_url":"https://e-space.mmu.ac.uk/23157/","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","display_name":"Quality Education","score":0.4399999976158142}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":54,"referenced_works":["https://openalex.org/W120287500","https://openalex.org/W184380159","https://openalex.org/W192106917","https://openalex.org/W261168860","https://openalex.org/W275740794","https://openalex.org/W279061695","https://openalex.org/W1515402129","https://openalex.org/W1542825220","https://openalex.org/W1548930048","https://openalex.org/W1558927404","https://openalex.org/W1564752551","https://openalex.org/W1574949398","https://openalex.org/W1587080007","https://openalex.org/W1592962610","https://openalex.org/W1601493674","https://openalex.org/W1791587663","https://openalex.org/W1954663826","https://openalex.org/W1972694649","https://openalex.org/W1974104760","https://openalex.org/W1984770904","https://openalex.org/W1988441782","https://openalex.org/W1990599378","https://openalex.org/W2006763280","https://openalex.org/W2012430612","https://openalex.org/W2023387455","https://openalex.org/W2024228446","https://openalex.org/W2026201134","https://openalex.org/W2027498218","https://openalex.org/W2033943395","https://openalex.org/W2041220243","https://openalex.org/W2055353381","https://openalex.org/W2059064846","https://openalex.org/W2067894316","https://openalex.org/W2071327992","https://openalex.org/W2080547397","https://openalex.org/W2086007337","https://openalex.org/W2088716340","https://openalex.org/W2094833666","https://openalex.org/W2096878712","https://openalex.org/W2100641970","https://openalex.org/W2101676920","https://openalex.org/W2104538471","https://openalex.org/W2114012145","https://openalex.org/W2119529697","https://openalex.org/W2131095207","https://openalex.org/W2163950848","https://openalex.org/W2172171860","https://openalex.org/W2329029318","https://openalex.org/W2610700150","https://openalex.org/W2992540794","https://openalex.org/W3117097422","https://openalex.org/W3124865537","https://openalex.org/W4239291201","https://openalex.org/W4302472596"],"related_works":["https://openalex.org/W2172342304","https://openalex.org/W4251188927","https://openalex.org/W1592408533","https://openalex.org/W2094610220","https://openalex.org/W2000269362","https://openalex.org/W2004938492","https://openalex.org/W1505679156","https://openalex.org/W2022452544","https://openalex.org/W1583873799","https://openalex.org/W2064250412"],"abstract_inverted_index":{"It":[0,68],"is":[1,9,50],"evident":[2],"from":[3],"previous":[4],"research":[5],"that":[6],"user":[7,45,60,79],"satisfaction":[8,46,61,80],"a":[10,82],"multidimensional,":[11],"subjective":[12],"variable":[13],"which":[14],"can":[15],"be":[16],"affected":[17],"by":[18],"many":[19],"factors":[20,53],"other":[21],"than":[22],"performance":[23],"of":[24,75,78,84],"the":[25,76],"system":[26,85],"or":[27],"searcher.":[28],"This":[29],"article":[30],"draws":[31],"on":[32,59],"information":[33,36],"retrieval":[34],"and":[35,56,66],"systems":[37],"literature":[38],"in":[39],"an":[40],"attempt":[41],"to":[42],"understand":[43],"what":[44,52],"is,":[47],"how":[48],"it":[49],"measured,":[51],"affect":[54],"it,":[55],"why":[57],"findings":[58],"have":[62],"been":[63],"so":[64],"varied":[65],"contradictory.":[67],"concludes":[69],"with":[70],"recommendations":[71],"for":[72],"future":[73],"investigation":[74],"use":[77],"as":[81],"measure":[83],"performance.":[86]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":8},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}