Abstract
This paper reports on a technique for measuring and analyzing computer user satisfaction. Starting with the literature and using the critical incident interview technique, 39 factors affecting satisfaction were identified. Adapting the semantic differential scaling technique, a questionnaire for measuring satisfaction was then created. Finally, the instrument was pilot tested to prove its validity and reliability. The results of this effort and suggested uses of the questionnaire are reported here.
Keywords
Semantic differentialReliability (semiconductor)Computer scienceUser satisfactionScale (ratio)Differential (mechanical device)Human–computer interactionPsychologySocial psychologyEngineering
Affiliated Institutions
Related Publications
Measurement of job and work involvement.
Developed separate measures of job and work constructs using 3 techniques: semantic differential, questionnaire, and graphic. Assessment measures included the Job Involvement an...
Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation
This paper reports on the development of an instrument designed to measure the various perceptions that an individual may have of adopting an information technology (IT) innovat...
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
This paper describes the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations. Afte...
Transforming Qualitative Information: Thematic Analysis and Code Development
The Search for the Codable Moment A Way of Seeing Developing Themes and Codes Deciding on Units of Analysis and Units of Coding as Issues of Sampling Developing Themes and a Cod...
Understanding Information Systems Continuance: An Expectation-Confirmation Model1
This paper examines cognitive beliefs and affect influencing one’s intention to continue using (continuance) information systems (IS). Expectation-confirmation theory is adapted...
Publication Info
- Year
- 1983
- Type
- article
- Volume
- 29
- Issue
- 5
- Pages
- 530-545
- Citations
- 2524
- Access
- Closed
External Links
Social Impact
Altmetric
PlumX Metrics
Social media, news, blog, policy document mentions
Citation Metrics
2524
OpenAlex
236
Influential
1432
CrossRef
Cite This
James E. Bailey,
Sammy W. Pearson
(1983).
Development of a Tool for Measuring and Analyzing Computer User Satisfaction.
Management Science
, 29
(5)
, 530-545.
https://doi.org/10.1287/mnsc.29.5.530
Identifiers
- DOI
- 10.1287/mnsc.29.5.530