Development of a Tool for Measuring and Analyzing Computer User Satisfaction

TLDR

The study presents a new technique for measuring and analyzing computer user satisfaction. The authors identified 39 satisfaction factors through literature review and critical‑incident interviews, then adapted a semantic differential scale to develop a questionnaire that was pilot‑tested for validity and reliability. The pilot results demonstrate the questionnaire’s effectiveness and outline its potential applications.

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.