The Measurement of End-User Computing Satisfaction

TLDR

The study contrasts traditional and end‑user computing environments and develops a satisfaction instrument combining ease‑of‑use and information‑product items for users interacting with specific applications. Using a survey of 618 end users, the authors performed factor analysis and refined the instrument. The refined 12‑item instrument captures five satisfaction dimensions—content, accuracy, format, ease of use, and timeliness—and shows discriminant validity, reliability, and usefulness for evaluating end‑user applications.

Abstract

This article contrasts traditional versus end-user computing environments and report on the development of an instrument which merges ease of use and information product items to measure the satisfaction of users who directly interact with the computer for a specific application. Using a survey of 618 end users, the researchers conducted a factor analysis and modified the instrument. The results suggest a 12-item instrument that measures five components of end-user satisfaction - content, accuracy, format, ease of use, and timeliness. Evidence of the instrument's discriminant validity is presented. Reliability and validity is assessed by nature and type of application. Finally, standards for evaluating end-user applications are presented, and the instrument's usefulness for achieving more precision in research questions is explored.