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This article draws on information retrieval and information systems literature in an attempt to understand what user satisfaction is, how it is measured, what factors affect it, and why findings on user satisfaction have been so varied and contradictory. It concludes with recommendations for future investigation of the use of user satisfaction as a measure of system performance.<\/jats:p>","DOI":"10.1177\/0961000607080417","type":"journal-article","created":{"date-parts":[[2007,9,17]],"date-time":"2007-09-17T05:53:23Z","timestamp":1190008403000},"page":"142-152","source":"Crossref","is-referenced-by-count":36,"title":["User satisfaction as a measure of system performance"],"prefix":"10.1177","volume":"39","author":[{"given":"Jillian R.","family":"Griffiths","sequence":"first","affiliation":[{"name":"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,"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Frances","family":"Johnson","sequence":"additional","affiliation":[{"name":"Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Richard J.","family":"Hartley","sequence":"additional","affiliation":[{"name":"Centre for Research in Library and Information Management, CERLIM                         Department of Information and Communications"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"179","published-online":{"date-parts":[[2007,9,1]]},"reference":[{"key":"atypb1","doi-asserted-by":"publisher","DOI":"10.2307\/249577"},{"issue":"6","key":"atypb2","first-page":"352","volume":"16","author":"Ankeny, M.L.","year":"1991","journal-title":"Journal of Academic Librarianship"},{"issue":"4","key":"atypb3","first-page":"525","volume":"32","author":"Applegate, R.","year":"1993","journal-title":"RQ"},{"key":"atypb4","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.29.5.530"},{"key":"atypb5","doi-asserted-by":"publisher","DOI":"10.2307\/249610"},{"key":"atypb6","doi-asserted-by":"publisher","DOI":"10.1016\/j.acalib.2005.04.005"},{"key":"atypb7","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000007122"},{"key":"atypb8","volume":"11","author":"Berryman, J.","year":"2006","journal-title":"Information Research"},{"key":"atypb9","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1097-4571(19980501)49:6<541::AID-ASI6>3.0.CO;2-1"},{"key":"atypb10","doi-asserted-by":"publisher","DOI":"10.1300\/J136v10n01_08"},{"key":"atypb11","doi-asserted-by":"publisher","DOI":"10.1017\/CBO9780511617058"},{"key":"atypb12","doi-asserted-by":"publisher","DOI":"10.1002\/asi.4630240204"},{"key":"atypb13","volume-title":"Libraries without Walls 4: the Delivery of Library Services to Distant Users: Proceedings of the Libraries Without Walls conference","author":"Craven, J."},{"key":"atypb14","doi-asserted-by":"publisher","DOI":"10.2307\/249008"},{"key":"atypb15","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.35.8.982"},{"key":"atypb16","doi-asserted-by":"publisher","DOI":"10.2307\/248851"},{"issue":"14","key":"atypb17","doi-asserted-by":"crossref","first-page":"1269","DOI":"10.1002\/1097-4571(2000)9999:9999<::AID-ASI1042>3.0.CO;2-7","volume":"51","author":"Dunlop, M.D.","year":"2000","journal-title":"Journal of American Society for Information Science"},{"key":"atypb18","doi-asserted-by":"publisher","DOI":"10.1016\/S0953-5438(98)00014-9"},{"key":"atypb19","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.24.10.1064"},{"key":"atypb20","doi-asserted-by":"publisher","DOI":"10.1016\/0378-7206(94)90036-1"},{"key":"atypb21","doi-asserted-by":"publisher","DOI":"10.1016\/0306-4573(95)00031-B"},{"key":"atypb22","first-page":"539","author":"Griffiths, J.R.","year":"2005","journal-title":"Library Trends Spring"},{"key":"atypb23","unstructured":"Harter, S.P.                  and                      Hert, C.A.                  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