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194 Mullany and Lay
an innovative analyst, when dealing with an adaptive user, will tend to follow his own
ideas rather than to pay over-much attention to the user. The adaptor, prone to high
self-doubt, would be expected to give in to the analyst’s views. Hence:
H2(b): The analyst-user KAI score difference is positively associated
with the user’s seven-point rating of the extent to which the analyst
followed his own ideas and/or ignored the user’s opinions
Innovators, with the predilection for novelty, would be expected to add to the
system development effort extraneous features, which the more adaptive user
would consider unnecessary and time wasting. This suggested the hypothesis:
H2(c): The analyst-user KAI score difference is positively associated
with the user’s seven-pointrating of the extent to which the analyst
wasted time on peripheral issues
Innovators are often seen as abrasive, creating dissonance. Hence, a measure
of dissonance would be expected to exist between individuals who differ markedly
in cognitive style. In addition, Bailey and Pearson (1983) found that a user’s
relationship with the IS staff, as well as the attitude of the IS staff, influenced user
satisfaction. By “attitude”, Bailey and Pearson were referring to the analyst’s
willingness to assist the user. It is doubtful that a user would report friction between
himself and the analyst, and then describe their relationship as sound, and the analyst
as helpful. Consequently, the user’s ratings of these three factors should be highly
correlated. To test this, the following hypothesis was specified:
H2(d): The absolute analyst-user KAI score difference is negatively
associated with the user’s seven-point rating of his relationship with the
analyst
The key factors thought by Pearson to play a role in user satisfaction were
identified earlier. As it is of interest to see how their approaches compared with that
of this study, a short-list of user-satisfaction factors was drawn up. Negative
associations were then postulated between these factors and the R-score. The
hypotheses tested in respect of the above were thus:
H3(a): There is a negative association between the user’s R-score and his
seven-point rating of the system’s level of accuracy
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