Perceived objectivity? Findings on the use of perceptual and objective measures in IS research

Purpose The use of perceptual and objective measures in information systems is an ongoing discussion in IS research, primarily due to different conceptions about objective measures. This research, therefore, empirically tests truly objective measures along with perceptual measures to gain a more comprehensive understanding of the role of perceptual and objective independent variables as predictors of user satisfaction and continuance intention. Design/methodology/approach This paper developed an integrated research model that examines perceptual and objective measures as predictors of satisfaction and continuance intention. The approach was then empirically tested with survey-based perceptual variables and corresponding objective variables in the context of a mobile network operator (n = 998). Specifically, we used serial mediation analysis with PROCESS to test our hypotheses. Findings The results showed that the different objective variables show insignificance as predictors of satisfaction and continuance intention, contrasting with previous research calling for objective measures. Originality/value Our results contribute to IS literature by indicating that perceptual measures are superior to objective measures in predictive relevance. Hence the “silent acceptance” of potential conceptual weaknesses is indeed justified by the results of this research.