摘要：Studies evaluating information management personnel’s satisfaction with IT systems tend to employ one-dimensional linear thinking before identifying the associated affecting factors. However, this method cannot clearly define the true cognition of users or confirm how the factors affect satisfaction. The present study combined Herzberg’s two-factor theory and the Kano model with expectation disconfirmation theory to form a two-phase study. First, a thorough literature review and modified Delphi method were conducted to consolidate the dimensions of user satisfaction and associated variables, which found that “confirmation” in the expectation disconfirmation theory is closely related to satisfaction. Subsequently, a questionnaire was designed us ing the determined variables and based on expectation disconfirmation theory. The questionnaire was distributed using convenience sampling to employees at companies in Taiwan, with 369 valid responses returned. Using this innovative method, this study successfully divided the variables that affect the satisfaction of information systems into four types: motivators and hygiene, performance, and useless factors.
关键词：Research Method;Information System Satisfaction;Two-Factor Theory;Kano Model;Expectation Disconfirmation Theory
