Quantitive measurement of computer user satisfaction

ABSTRACT

An important measure of the effectiveness of the computer services provided within an organization is the level of satisfaction that exists in the users of those services. This paper presents the development and evaluation of a questionnaire designed to quantitatively measure computer user satisfaction. The administration, scoring, and interpretation of the questionnaire are also addressed. Two case studies are presented to illustrate the use of the questionnaire in operational environments. The paper concludes with observations on how to conduct user satisfaction studies and how to improve user satisfaction.

Single copies of this paper, which was originally presented at the fall 1978 conference of the American Institute of Industrial Engineers, will be available at the 'Taking Our Measure' session.

Index Terms

• Applied computing

  • Law, social and behavioral sciences

    • Psychology

• Social and professional topics

  • Professional topics

    • Computing profession

      • Computing organizations