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What is Satisfaction

Chapter 72
Encyclopedia of Information Science and Technology, Fourth Edition
One’s pleasure response when a system meets their desire and wants.
Published in Chapter:
Explaining and Predicting Users' Continuance Usage Intention Toward E-Filing Utilizing Technology Continuance Theory
Santhanamery T. (Universiti Teknologi MARA, Malaysia) and T. Ramayah (University Sains Malaysia, Malaysia)
Copyright: © 2018 |Pages: 16
DOI: 10.4018/978-1-5225-2255-3.ch072
Abstract
Continuance usage intention is important for any businesses to accentuate the long-term growth of the organization. In the case of e-filing system, the continuance usage intention is vital as it not only can reduce the operation and management cost, also it can ensure that the heavy investments invested in developing the e-filing portals will be worthwhile. The focus in this study is to determine the effect of two main central construct; satisfaction and attitude, on the continuance usage intention of e-filing system among taxpayers. The result of the study reveals that perceived usefulness and attitude has a significant relationship towards continuance usage intention with attitude as the major predictors. However, satisfaction was found to be insignificantly related to continuance usage intention. Apart from that confirmation was found to be the major predictor of satisfaction and perceived ease of use as the major predictor of perceived usefulness.
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Chapter 2
The Challenges of Managing the Private Institutions of Social Solidarity: Experiences from Portugal
The act of fulfilling a need, desire, or appetite, or the feeling gained from such fulfillment.
Published in Chapter: The Challenges of Managing the Private Institutions of Social Solidarity: Experiences from Portugal; From: Handbook of Research on Managerial Solutions in Non-Profit Organizations
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Chapter 16
Management of Quality, Satisfaction, and Loyalty of Rural Destinations
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Chapter 5
Rose-Patisserie and Coffee House: Business Development Alternatives
Emotional state arising from the purchase or use of a company's product or service; how delighted customers are with a company’s products, services, and capabilities.
Published in Chapter: Rose-Patisserie and Coffee House: Business Development Alternatives; From: Cases on Digital Strategies and Management Issues in Modern Organizations
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Chapter 42
Evaluating Usability to Improve Efficiency in E-Learning Programs
Utility of an entire system as perceived by users and the comfort level felt by them in using a product. It is a subjective aspect of usability. It is difficult to measure and can be impacted by both effectiveness and efficiency level. In many cases it can be considered the most important measurement of usability. Satisfaction can easily be measured by asking questions of target users through a questionnaire or an interview or by making notes of the comments made by target users while they are using the system. A qualitative analysis of user satisfaction is also a good indicator. However, it can be most useful if their attitude towards a product can be quantified.
Published in Chapter: Evaluating Usability to Improve Efficiency in E-Learning Programs; From: Encyclopedia of Information Communication Technology
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Chapter 7
Handling Private Label Customer Complaints to Improve Customer Satisfaction: Qualitative Evidence from Turkish Retailers
An overall evaluation of a customer’s total purchase and experience of a product or service.
Published in Chapter: Handling Private Label Customer Complaints to Improve Customer Satisfaction: Qualitative Evidence from Turkish Retailers; From: Improving Marketing Strategies for Private Label Products
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Chapter 433
Usable Security
The property which measures to what extent the user's needs are subjectively satisfied by the product.
Published in Chapter: Usable Security; From: Encyclopedia of Information Science and Technology, Fourth Edition
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Chapter 43
Evaluating Mobile Human-Computer Interaction
The subjective response of a user to interacting with a product
Published in Chapter: Evaluating Mobile Human-Computer Interaction; From: Handbook of Research on User Interface Design and Evaluation for Mobile Technology
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Chapter 2
Work Happiness in the Sustainability of Organizations
It is the acceptance and pleasure that a person has regarding what he is or possesses compared to what he expects to receive. It is composed of three levels: social, organizational and functional; functional level refers to job satisfaction ( Dutschke, 2013 , p. 25; Yamamoto S., 2013 AU14: The in-text citation "Yamamoto S., 2013" is not in the reference list. Please correct the citation, add the reference to the list, or delete the citation. , p. 5). Given the subjectivity of this dimension, it is convenient to analyze it considering the different importance that each person can have in relation to the aspects that produce satisfaction, so for example, for some it may be very important that work allows them to have free time to spend with the family, and if work does not allow it, your dissatisfaction will be greater than that of another person for whom that aspect is not so important.
Published in Chapter: Work Happiness in the Sustainability of Organizations; From: Handbook of Research on Organizational Sustainability in Turbulent Economies
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Chapter 3
The Effects of Mistreating Management Variability on Work Attitudes and Behaviors
Customer level of approval when comparing product's a perceived performance with his or her expectations. Also could refer to discharge, extinguishment, or retirement of an obligation to the acceptance of the obligor, or fulfillment of a claim. While satisfaction is sometimes equated with performance, it implies compensation or substitution whereas performance denotes doing what was actually promised.
Published in Chapter: The Effects of Mistreating Management Variability on Work Attitudes and Behaviors; From: Handbook of Research on Organizational Justice and Culture in Higher Education Institutions
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Chapter 11
The Impact of Job Satisfaction on Employee Retention in the Power Sector
The extent to which an employee is happy with the working environment.
Published in Chapter: The Impact of Job Satisfaction on Employee Retention in the Power Sector; From: Effective Human Resources Management in the Multigenerational Workplace
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Chapter 35
Non-Profit Leadership Success: A Study of a Small, Non-Profit Organization's Leadership and Culture through the Lens of Its Volunteers
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Chapter 15
Impact of Tacit Knowledge on Tourist Loyalty: Some Evidence From Rural Tourism
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Chapter 2
Maintaining Motivation in Online Students: An Examination of the ARCS-V Motivation Model
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Chapter 16
AI-Driven Customer Experience: Factors to Consider
Associated with appropriately meeting consumer expectations.
Published in Chapter: AI-Driven Customer Experience: Factors to Consider; From: Philosophy of Artificial Intelligence and Its Place in Society
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Chapter 2
Assessing the Mediating Role of Destination Image on the Perceived Value and Satisfaction of People With Disabilities
The degree of pleasure or contentment that a person experiences after consuming or experiencing a particular product or service.
Published in Chapter: Assessing the Mediating Role of Destination Image on the Perceived Value and Satisfaction of People With Disabilities; From: Exploring Niche Tourism Business Models, Marketing, and Consumer Experience
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Chapter 5
Ensuring Continued Usage of an E-Government Service in Malaysia: The Role of Perceived Usefulness and User Satisfaction
Defined as the “pleasurable fulfillment response resulting from an evaluation with respective to how well the consumption of a product or service meets a need, desire, or goal” ( Deng, Turner, Gehling& Prince, 2010 ).
Published in Chapter: Ensuring Continued Usage of an E-Government Service in Malaysia: The Role of Perceived Usefulness and User Satisfaction; From: Handbook of Research on Democratic Strategies and Citizen-Centered E-Government Services
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Chapter 6
Encouraging Supply Chain Networks and Customer Loyalty in Global Supply Chain
The customer level of approval when comparing a product’s perceived performance with his or her expectations.
Published in Chapter: Encouraging Supply Chain Networks and Customer Loyalty in Global Supply Chain; From: Handbook of Research on Strategic Supply Chain Management in the Retail Industry
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Chapter 3
Consumer Complaints Management in the Digital Era
It is the situation in which the expectations of the consumers match the costs they tolerate.
Published in Chapter: Consumer Complaints Management in the Digital Era; From: Digital Business and Optimizing Operating Strategies
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Chapter 112
Long-Term Contracts in the Cellular Phone Industry
The fulfillment of a need, claim, or desire.
Published in Chapter: Long-Term Contracts in the Cellular Phone Industry; From: Encyclopedia of Networked and Virtual Organizations
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Chapter 21
Value Co-Creation in Fitness Centers: The Role of Customer Citizenship Behavior on Perceived Value, Satisfaction, and Repurchase Intention
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Chapter 22
A Study of Consumer Continuance Intention to Adopt Mobile Payment Application in Indonesia
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Chapter 7
The Influence of External Spaces Building Performance Towards Learners' Thermal Comfort in Taylor's University's Lakeside Campus
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Chapter 15
Promoting Service Quality and Customer Satisfaction in Global Business
The customer level of approval when comparing a product’s perceived performance with his or her expectations.
Published in Chapter: Promoting Service Quality and Customer Satisfaction in Global Business; From: Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector
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Chapter 75
Improving Virtual Teams through Swift Structure
A subjective feeling of the team members while working on their task.
Published in Chapter: Improving Virtual Teams through Swift Structure; From: Encyclopedia of Human Resources Information Systems: Challenges in e-HRM
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Chapter 16
Identifying Factors That Influence the Use of E-Wallets and Its Continuance: An Empirical Investigation
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Chapter 15
Determination of Guest Satisfaction by Text Mining: Case of Turkey Hotels
Feelings and behaviors after purchasing a product or service.
Published in Chapter: Determination of Guest Satisfaction by Text Mining: Case of Turkey Hotels; From: ICT as Innovator Between Tourism and Culture
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Chapter 16
Faculty Motivation in Management Education
The fulfillment or gratification of a desire, a need, or an appetite and the pleasure or contentment that is derived from such gratification.
Published in Chapter: Faculty Motivation in Management Education; From: Handbook of Research on Organizational Justice and Culture in Higher Education Institutions
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Chapter 1
The Buying Decision-Making Process in the Selection of Device Suppliers in Reproductive Medicine: A Preliminary Model
A good feeling of happiness and contentment; how pleased customers are with a company products, services, and capabilities.
Published in Chapter: The Buying Decision-Making Process in the Selection of Device Suppliers in Reproductive Medicine: A Preliminary Model; From: Management and Marketing for Improved Competitiveness and Performance in the Healthcare Sector
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Chapter 1
Positive Psychology and Aging
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Chapter 19
Examining Virtual Classroom Platforms in Hospitality Education: Effect of Service Quality, Perceived Ease of Use, and Perceived Usefulness
Satisfaction indicates the extent to which the possession and consumption of services evoke positive feelings among consumers.
Published in Chapter: Examining Virtual Classroom Platforms in Hospitality Education: Effect of Service Quality, Perceived Ease of Use, and Perceived Usefulness; From: Handbook of Research on the Platform Economy and the Evolution of E-Commerce
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Chapter 8
Do Customer Orientation Strategies Drive an Excellent Customer Experience?: The Case of Abu Khader Automotive
The result of a post-consumption or post-usage evaluation containing both cognitive and affective elements.
Published in Chapter: Do Customer Orientation Strategies Drive an Excellent Customer Experience?: The Case of Abu Khader Automotive; From: Marketing Innovation Strategies and Consumer Behavior
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Chapter 2
Destination's Image and Tourism Experiences
Can be defined as the general degree of pleasure felt by the visitor, resulting from the travel experience meeting the traveller’s wishes, expectations and needs.
Published in Chapter: Destination's Image and Tourism Experiences; From: Planning and Managing the Experience Economy in Tourism
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Chapter 74
An Integrated Model for E-CRM in Internet Shopping: Evaluating the Relationship between Perceived Value, Satisfaction and Trust
is defined as the extent to which customers perceive their prior expectations of a product or service to be confirmed during actual use.
Published in Chapter: An Integrated Model for E-CRM in Internet Shopping: Evaluating the Relationship between Perceived Value, Satisfaction and Trust; From: Encyclopedia of E-Business Development and Management in the Global Economy
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Chapter 21
The Role of Expectations in Information Systems Development
An evaluative response to perceptions of the discrepancy between expected and actual outcomes
Published in Chapter: The Role of Expectations in Information Systems Development; From: Handbook of Research on Socio-Technical Design and Social Networking Systems
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Chapter 11
Determining Factors of User Satisfaction for Bicycle-Sharing Systems: MalagaBici Case Study
Response of users or consumers when comparing their expectations prior to acquiring a service with their subsequent evaluation after using it.
Published in Chapter: Determining Factors of User Satisfaction for Bicycle-Sharing Systems: MalagaBici Case Study; From: Sharing Economy and the Impact of Collaborative Consumption
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Chapter 4
Destination Attributes and Tourist Satisfaction in Jaipur as a Culture Tourism Destination
Satisfaction is the evaluation of the experience or conclusion drawn from the actual consumption of different attributes of tourist destination.
Published in Chapter: Destination Attributes and Tourist Satisfaction in Jaipur as a Culture Tourism Destination; From: Strategies for Promoting Sustainable Hospitality and Tourism Services
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Chapter 3
What-If Analysis on the Evaluation of User Interface Usability
the measurement of discomfort while making use of the product.
Published in Chapter: What-If Analysis on the Evaluation of User Interface Usability; From: Interactivity and the Future of the Human-Computer Interface
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Chapter 3
Impacts of Tourism Development and Residents' Satisfaction: An Explanatory Model for the Case of Huelva, Spain
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Chapter 21
Global Perspective in Tourism Development: Positioning Malaysia as a Culinary Destination
The extent of overall pleasure or contentment resulting from the contra between and individual’s expectation and the experience encountered.
Published in Chapter: Global Perspective in Tourism Development: Positioning Malaysia as a Culinary Destination; From: Handbook of Research on Global Hospitality and Tourism Management
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Chapter 10
Quality Management in Primary Dental Care: Methods and Challenges
A condition that expresses person’s wishes, expectations, or needs and the pleasure from this.
Published in Chapter: Quality Management in Primary Dental Care: Methods and Challenges; From: Interdisciplinary Perspectives on Operations Management and Service Evaluation
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Chapter 7
Can Virtual Customer Service Agents Improve Consumers' Online Experiences?: The Role of Hedonic Dimensions
The perception by the consumer that the purchase/consumption positively fulfils some needs, desires or goals.
Published in Chapter: Can Virtual Customer Service Agents Improve Consumers' Online Experiences?: The Role of Hedonic Dimensions; From: Emotional, Sensory, and Social Dimensions of Consumer Buying Behavior
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Chapter 9
Could Motivation, Volition, and Engagement Be a Panacea in Online Distance Learning?
Satisfaction, which is the fourth factor of the ARCS-V model, refers to the learners' having positive feelings about their learning experiences and process ( Keller, 2010 ).
Published in Chapter: Could Motivation, Volition, and Engagement Be a Panacea in Online Distance Learning?; From: Motivation, Volition, and Engagement in Online Distance Learning
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Chapter 21
The Impact of Augmented Reality Experiential Marketing on Tourist Experience Satisfaction
A emotional state of an individual which is created as a result of relationship between their expectations and reality.
Published in Chapter: The Impact of Augmented Reality Experiential Marketing on Tourist Experience Satisfaction; From: Handbook of Research on Applied AI for International Business and Marketing Applications
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Chapter 28
Usability Evaluation of Digital Library
Satisfaction is measured by the degree of pleasure of using the system. The Likert scales have been widely accepted as an economic way of measuring satisfaction.
Published in Chapter: Usability Evaluation of Digital Library; From: Handbook of Research on Digital Libraries: Design, Development, and Impact
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Chapter 11
Building Performance Comparative Study: The Indoor Environment Quality and Energy Efficiency – Green Building vs. Conventional Building
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Chapter 6
Tourist Satisfaction Analysis Through Structural Equation Models
Emotional response of tourists to a received product or service, which also involves the degree to which the prior expectations have been met.
Published in Chapter: Tourist Satisfaction Analysis Through Structural Equation Models; From: Global Entrepreneurial Trends in the Tourism and Hospitality Industry
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Chapter 3
The Quality of Relationships When Business Association Is a Prerequisite to Obtain Benefits From Public Institutions: Evidence From the Apparel Industry of Tungurahua, Ecuador
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Chapter 12
Is the COVID-19 Pandemic Shifting the Social-Business Paradigm?
Consumers' satisfaction results from the comparison between results and expectations. When results are higher than expectations, the subjective feeling towards the interaction is more positive, leading to a better consideration of the other part (a brand, a company, a person) in future encounters.
Published in Chapter: Is the COVID-19 Pandemic Shifting the Social-Business Paradigm?; From: Handbook of Research on Autopoiesis and Self-Sustaining Processes for Organizational Success
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Chapter 10
Designing Online Learning Environments via Mobile Technologies
The individual’s feeling content, fulfilled and pleased of the situation they are in.
Published in Chapter: Designing Online Learning Environments via Mobile Technologies; From: Dynamic Curriculum Development and Design Strategies for Effective Online Learning in Higher Education
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Chapter 14
Diving Into the Rabbit Hole: Understanding Delegation of Decisions
How well a person’s expectations are met by a particular product or service ( Oliver, 2010 ).
Published in Chapter: Diving Into the Rabbit Hole: Understanding Delegation of Decisions; From: Encyclopedia of Data Science and Machine Learning
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Chapter 1
Happiness: The Basis for Public Policy in Tourism
Perception that a need has been met, removing the individual or society from a state of deprivation.
Published in Chapter: Happiness: The Basis for Public Policy in Tourism; From: Rebuilding and Restructuring the Tourism Industry: Infusion of Happiness and Quality of Life
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Chapter 9
Gamification Strategies for Higher Education Student Worker Training
A subjective measurement for examining how content students are with their training sessions.
Published in Chapter: Gamification Strategies for Higher Education Student Worker Training; From: Handbook of Research on Acquiring 21st Century Literacy Skills Through Game-Based Learning
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Chapter 4
The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector
The customer level of approval when comparing a product’s perceived performance with his or her expectations.
Published in Chapter: The Importance of Customer Satisfaction and Customer Loyalty in the Service Sector; From: Handbook of Research on Strategic Alliances and Value Co-Creation in the Service Industry
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Chapter 33
Explaining and Predicting Users' Continuance Usage Intention Toward E-Filing Utilizing Technology Continuance Theory
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Chapter 3
Future Teachers Seek to Avoid Climate Emergency With a Virtual Escape Room: Can a Virtual Escape Room Generate Positive Emotions in Students?
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Chapter 3
Foundations of Motivational Research and Design in Online Distance Learning
The fourth part of ARCS-V model. It focuses on satisfying the learners at the end of the learning activity.
Published in Chapter: Foundations of Motivational Research and Design in Online Distance Learning; From: Motivation, Volition, and Engagement in Online Distance Learning
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Chapter 16
Using Game Development to Teach Programming
A subjective value connected to the pleasure originating from the accomplishment of what is expected or desired.
Published in Chapter: Using Game Development to Teach Programming; From: Handbook of Research on Immersive Digital Games in Educational Environments
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Chapter 1
A Study on the Adoption of Smart Home Technologies Among the Homeowners in Malaysia
Satisfaction is getting a thing that brings gratification, pleasure, or contentment.
Published in Chapter: A Study on the Adoption of Smart Home Technologies Among the Homeowners in Malaysia; From: Handbook of Research on Inclusive and Innovative Architecture and the Built Environment
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Chapter 7
Mobile Fashion C2C Apps: Examining the Antecedents of Customer Satisfaction
Sensation based on comparing previous expectations and experience when making exchanges.
Published in Chapter: Mobile Fashion C2C Apps: Examining the Antecedents of Customer Satisfaction; From: Impact of Mobile Services on Business Development and E-Commerce
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Chapter 28
A Survey on the Adoption and Usage of Broadband Internet
Satisfaction is individuals’ feelings of pleasure or disappointment resulting from comparing their perceptions of a product or service’s performance to their expectation levels.
Published in Chapter: A Survey on the Adoption and Usage of Broadband Internet; From: Handbook of Research on Global Diffusion of Broadband Data Transmission
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Chapter 3
Fuzzy Clustering: An Analysis of Service Quality in the Mobile Phone Industry
A post-purchase evaluation of products or services taking into consideration customers; expectations.
Published in Chapter: Fuzzy Clustering: An Analysis of Service Quality in the Mobile Phone Industry; From: Handbook of Research on Intelligent Techniques and Modeling Applications in Marketing Analytics
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Chapter 21
Determinants of Loyalty Intention in Portuguese Mobile Market
Refers to the degree to which customer expectations of a service or product are met or exceeded by the provider.
Published in Chapter: Determinants of Loyalty Intention in Portuguese Mobile Market; From: Handbook of Research on Mobility and Computing: Evolving Technologies and Ubiquitous Impacts
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Chapter 6
THEIA: Thermal Insulation – A Business Strategy
Emotional state arising from the purchase or use of a company's product or service; how delighted customers are with a company’s products, services, and capabilities. AU127: Reference appears to be out of alphabetical order. Please check
Published in Chapter: THEIA: Thermal Insulation – A Business Strategy; From: Cases on Digital Strategies and Management Issues in Modern Organizations
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Chapter 22
Expectation-Confirmation Theory: Capitalizing on Descriptive Power
An individual level of approval resulting from experience of an activity, event, or property.
Published in Chapter: Expectation-Confirmation Theory: Capitalizing on Descriptive Power; From: Handbook of Research on Contemporary Theoretical Models in Information Systems
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Chapter 16
Academicians Quality of Work Life and Its Influence on Value of Education
Satisfaction is referred as the customer level of approval when comparing a product's perceived performance with his or her expectations.
Published in Chapter: Academicians Quality of Work Life and Its Influence on Value of Education; From: Knowledge-Intensive Economies and Opportunities for Social, Organizational, and Technological Growth
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