Measurement of Computer User Satisfaction.
AIR FORCE INST OF TECH WRIGHT-PATTERSON AFB OH
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User satisfaction was considered to be an important indicator of the effectiveness of the Electronic Data Processing EDP activity within an organization. The purpose of this research was to develop the means to measure this indicator. User satisfaction was defined as the sum of feelings or affective responses to distinguishable factors of computer-based information products and services that are provided within the organization. Thirty-nine factors that influence user satisfaction were identified. The completeness of this factor set was substantiated by empirical test results based upon the interviews of 32 middle management users in 8 organizations. The semantic differential methodology was adapted to develop a measurement instrument based on the 39 factors. An evaluation of the instrument confirmed the necessary properties of reliability and validity. The results indicated that the instrument could be used to measure user satisfaction successfully. Author
- Operations Research