Our Mousetrap's Fine: So Why Aren't People Beating a Path to Our Door?

Abstract

Over the last decade, researchers of user satisfaction have continued to examine the elusive failure of information systems (IS) amidst advances in computer technology. This chapter suggests that despite the very important findings in the area of user satisfaction, very little is finding its way to the day-to-day practices. The chapter continues to suggest that even more alarming is the notion that most users expect that systems will be difficult to use and there is little demand by them for the inclusion of psychological and organisational aspects to be included in information systems. This is supported by results of a pilot study examining criteria used for repurchase of computing technology. Finally, the chapter briefly examines the organisational culture which appears to prevent users demanding more attention to user satisfaction criteria and proposes some necessary inclusions for an infrastructure; users will begin to expect and demand the inclusion of psychological and organisational aspects in the development and implementation of information systems.