Preface for the Third Edition - Read

420 B. Concepts and Theories
and shortly after improved (shortened) by Ives et al. (1983, 789ff) 660 as well as the
similar instrument developed for the area of end-user computing by Doll/Torkzadeh
(1988) 661 . The instruments are quite extensive: Bailey and Pearson’s instrument
comprises 39 variables (Bailey/Pearson 1983, 539ff), Doll and Torkzadeh’s
consists of 12 variables (Doll/Torkzadeh 1988, 266ff). However, most of the variables
in these instruments fall into the categories (perceived) information and system
quality and service quality and thus were discussed in the corresponding categories
662 . In other words, these variables assess user satisfaction indirectly. In the
following, those variables will be discussed which directly assess user satisfaction
as well as a couple of variables measuring the perceived participation and control
of users in the KMS’s design (see Table B-26).
TABLE B-26. Measures for user satisfaction
integrative KMS interactive KMS both
satisfaction with the publishing
instruments & procedures
satisfaction with knowledge
search functions
knowledge satisfaction:
difference between knowledge
elements needed and
amount of knowledge elements
received
satisfaction with knowledge
elements presented in
KMS (contents and structure)
satisfaction with communication
media
satisfaction with interactions
in communities
satisfaction with functions
and contents supporting
the location of
experts/knowledge
providers
overall satisfaction
positive attitude towards KMS
realization of expectations/
demand for redesign
perceived utility
demand for redesign
satisfaction with interface
satisfaction with knowledgespecific
services
understanding of KMS
enjoyment
feeling of participation
feeling of control over KMS
developments/changes
Satisfaction with integrative KMS can be detailed according to the main functions
that are supported by the systems, namely publishing and accessing knowledge
elements. Furthermore, participants can be asked for their satisfaction with
the contents of the KMS as well as the knowledge structure and visualization of
links. Knowledge satisfaction describes in analogy to information satisfaction the
difference between knowledge needed and the amount (and also the quality) of
knowledge elements received (e.g., Olson/Ives 1982, 51).
660. See also Zmud 1979, Ives/Olsen 1984, Baroudi et al. 1986, Baroudi/Orlikowski 1988,
Li 1997, Blili et al. 1998.
661. See also its applications, e.g., in Igbaria/Tan 1997, McHaney/Cronan 1998, Downing
1999.
662. See sections 8.4.1 - “System quality” on page 413 and 8.4.3 - “Knowledge-specific services”
on page 416.