Computer user satisfaction: Difference between revisions

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==The Problem of Defining Computer User Satisfaction==

In the literature, there are a variety of terms for computer user satisfaction (CUS): "user satisfaction" and "user information satisfaction," (UIS) "system acceptance,"<ref>{{Cite journalbook |last=Igersheim |first=Roy H. |date=1976-06-07 |titlechapter=Managerial response to an information system |urldate=https://dl.acm.org/doi/10.1145/1499799.14999181976-06-07 |journaltitle=Proceedings of the June 7–10, 1976, national computer conference and exposition |series=on – AFIPS '76 |chapter-url=https://dl.acm.org/doi/10.1145/1499799.1499918 |___location=New York, NY, USA |publisher=Association for Computing Machinery |pages=877–882 |doi=10.1145/1499799.1499918 |isbn=978-1-4503-7917-5}}</ref> "perceived usefulness,"<ref>{{Cite journal |lastlast1=Larcker |firstfirst1=David F. |last2=Lessig |first2=V. Parker |date=1980 |title=Perceived Usefulness of Information: A Psychometric Examination |url=https://onlinelibrary.wiley.com/doi/10.1111/j.1540-5915.1980.tb01130.x |journal=Decision Sciences |language=en |volume=11 |issue=1 |pages=121–134 |doi=10.1111/j.1540-5915.1980.tb01130.x |issn=1540-5915|url-access=subscription }}</ref> "MIS appreciation,"<ref>{{Cite journal |last=Swanson |first=E. Burton |date=1 October 1974 |title=Management Information Systems: Appreciation and Involvement |url=https://pubsonline.informs.org/doi/10.1287/mnsc.21.2.178 |journal=Management Science |volume=21 |issue=2 |pages=178–188 |doi=10.1287/mnsc.21.2.178 |issn=0025-1909 |via=InformsPubsOnLine|url-access=subscription }}</ref> "feelings about information system's,"<ref>{{Cite journal |last=Maish |first=Alexander M. |date=March 1979 |title=A User's Behavior toward His MIS |url=https://www.jstor.org/stable/249147?origin=crossref |url-status=dead |journal=MIS Quarterly |volume=3 |issue=1 |pages=39–52 |doi=10.2307/249147 |jstor=249147 |issn=0276-7783 |viaurl-access=JSTORsubscription }}</ref> and "system satisfaction".<ref>{{Cite journal |lastlast1=Khalifa |firstfirst1=Mohamed |last2=Liu |first2=Vanessa |date=2004-01-01 |title=The State of Research on Information System Satisfaction |url=https://aisel.aisnet.org/jitta/vol5/iss4/4/ |journal=Journal of Information Technology Theory and Application (JITTA) |volume=5 |issue=4 |issn=1532-4516}}</ref> For our purposes, we will refer to CUS, or user satisfaction. Ang and Koh (1997) describe user information satisfaction as "a perceptual or subjective measure of system success."<ref>{{cite journal

|last1 = Ang

|first1 = James

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|pages = 259–274

|doi = 10.2307/248851

|jstor = 248851

}}</ref>

Several studies have investigated whether or not certain factors influence the CUS. Yaverbaum's study found that people who use their computers irregularly tend to be more satisfied than regular users.<ref>{{Cite journal |last=Yaverbaum |first=Gayle J. |date=1988 |title=Critical Factors in the User Environment: An Experimental Study of Users, Organizations and Tasks |url=https://www.jstor.org/stable/248807?origin=crossref |journal=MIS Quarterly |publication-date=March 1988 |volume=12 |issue=1 |pages=75–88 |doi=10.2307/248807 |jstor=248807 |issn=0276-7783 |access-date=8 January 2025 |viaurl-access=Jstorsubscription }}</ref>

Mullany, Tan, and Gallupe claim that CUS is chiefly influenced by prior experience with the system or an analogue. Conversely, motivation, they suggest, is based on beliefs about the future use of the system.<ref name=":1" />

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Using findings from CUS, [[product design]]ers, [[Business analysis|business analysts]], and [[Software engineering|software engineers]] anticipate change and prevent user loss by identifying missing features, shifts in requirements, general improvements, or corrections.

Satisfaction measurements are most often employed by companies or organizations to design their products to be more appealing to consumers, identify practices that could be streamlined,<ref>{{Cite web |title=What Is a Customer Satisfaction Survey? |url=https://www.salesforce.com/service/customer-service-incident-management/customer-satisfaction-survey/#surveys-are-important |access-date=2025-01-08 |website=Salesforce |language=en}}</ref> harvest personal data to sell,<ref>{{Cite web |date=16 January 2024 |title=Privacy Policy |url=https://www.govexec.com/about/privacy-policy/ |url-status=live |access-date=2025-01-08 |website=Government Executive |at=Under the section "How We Collect Data," the subsection "Other Information you Choose to Provide" applies to the subsection "For Other Purposes" under the section "Who We Share Your Data With." |language=en}}</ref> and determine the highest price they can set for the least quality.<ref>{{Cite web |title=How to use Pricing Surveys |url=https://www.surveymonkey.com/market-research/resources/pricing-surveys/ |access-date=2025-01-08 |website=SurveyMonkey |language=en-US}}</ref> For example, based on satisfaction metrics, a company may decide to discontinue support for an unpopular service. CUS may also be extended to [[Job satisfaction|employee satisfaction]], for which similar motivations arise. As an ulterior motive, CUS surveys may also serve to pacify the group being surveyed, as it gives them an outlet to vent frustrations.

Doll and Torkzadeh's definition of CUS is "the opinion of the user about a specific [[Application software|computer application]], which they use." Note that the term "user" can refer to both the user of a product and the user of a device to access a product.<ref name="DollTorkzadeh1988" />

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|issue = 14

|pages = 1253–1268

|doi = 10.1002/1097-4571(2000)9999:9999%3C<::AID-ASI1039%3E3>3.0.CO;2-O

}}</ref> and the measure of CUS with e-portals developed by Cheung and Lee.<ref>C. M. K. Cheung and M. K. O. Lee, "The Asymmetric Effect of Website Attribute Performance on Satisfaction: An Empirical Study," ''Proceedings of the 38th Annual Hawaii International Conference on System Sciences'', Big Island, HI, USA, 2005, pp. 175c-175c, doi: 10.1109/HICSS.2005.585.</ref> Both of these models drew on Herzberg's two-factor theory of motivation.<ref>{{cite book |last1=Herzberg |first1=Frederick |title=Work and the nature of man |date=1972 |publisher=Staples Press |isbn=978-0286620734 |edition=reprint |___location=London}}</ref> Consequently, their qualities were designed to measure both "satisfiers" and "hygiene factors". However, Herzberg's theory has been criticized for being too vague, particularly in its failure to distinguish between terms such as motivation, job motivation, job satisfaction, etc.<ref>{{cite journal

|last1 = Islam

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|pages = 44–59

|doi = 10.1080/07421222.1988.11517807

|url = http://archive.nyu.edu/handle/2451/14483

}}

*{{cite journal

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|pages = 238–248

|doi = 10.1109/HICSS.2002.994345

|url = https://figshare.com/articles/conference_contribution/Information_Systems_Success_Revisited/23888820

}}