The Measurement of End-User Computing Satisfaction.

Author List: Doll, William J.; Torkzadeh, Gholamreza;
MIS Quarterly, 1988, Volume 12, Issue 2, Page 259-274.
This article contrasts traditional versus end-user computing environments and reports 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.
Keywords: End-user computing; end-user computing satisfaction; management; user satisfaction
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List of Topics

#248 0.180 computing end-user center support euc centers management provided users user services organizations end satisfaction applications article ibm step field policies
#263 0.173 instrument measurement factor analysis measuring measures dimensions validity based instruments construct measure conceptualization sample reliability development develop responses assess use
#124 0.144 validity reliability measure constructs construct study research measures used scale development nomological scales instrument measurement researchers developed validation discriminant results
#134 0.113 users end use professionals user organizations applications needs packages findings perform specialists technical computing direct future selection ability help software
#44 0.084 approach analysis application approaches new used paper methodology simulation traditional techniques systems process based using proposed method present provides various
#276 0.065 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#99 0.060 perceived usefulness acceptance use technology ease model usage tam study beliefs intention user intentions users behavioral perceptions determinants constructs studies