A Multinational Study of IS User Satisfaction and User Performance in the Intelligence Community

The intelligence community (IC) makes large investments on information systems development every year. However, there is a lack of studies that evaluate their system success. This study looks into the interactions between user satisfaction and subjective and objective user performance within the IC. It differs from the previous research by having both subjective and objective measures constructed from the end-user computing satisfaction (EUCS) survey responses and system-recorded data from a multinational intelligence sharing system called Conjunctis Viribus. It generates several key findings. First, only self-rated performance is closely related to user satisfaction. Second, the subjective and objective user performances have close connections to the frequency of system use. Finally, while individual differences have positive influences on self-rated user performance, the user satisfaction is not subjective to such influences. Besides the theoretical contributions, this study also has tremendous implications to the design and use of future intelligence systems.