MEASUREMENT OF USER SATISFACTION WITH WEB-BASED INFORMATION SYSTEMS: AN EMPIRICAL STUDY

Abstract

Advances in new information technology and the drastic growth of the Internet over the past decade have considerably changed the end-user computing environment. Therefore, it is appropriate to review the measures of user satisfaction with information systems technology, especially in a web-based environment, which accounts for a major component of the end-user computing environment. The objective of this research was to develop and validate an instrument for measuring user satisfaction in a web-based environment. Doll and Torkzadeh (1988) developed an instrument that measured user satisfaction with information systems. This research tested the validity and reliability of the End-user Computing Satisfaction (EUCS) instrument on users of Internet portals. We found that a revised instrument with some changes to the EUCS instrument is still valid in measuring user satisfaction.