Computer user satisfaction: Difference between revisions

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'''Computer user satisfaction''' is the systematic [[measurement]] and evaluation of how well a [[computer system]] or [[computer application|application]] fulfills the needs and expectations of individual users. While sometimes referred to as '''System Satisfaction'''—especially when examining broader user groups or entire customer bases—it is also known simply as '''User Satisfaction''' in other contexts. These related terms can vary in scope, survey depth, [[anonymity]], and in how the findings are applied or translated to value.

Evaluating [[user satisfaction]] helps gauge product stability, track industry trends, and measure overall user contentment. These insights are valuable for [[Strategic management|business strategy]], [[market research]], and sales forecasting, as they enable organizations to preempt dissatisfaction and protect their [[market share]] and revenue by addressing issues before they escalate.

Fields like [[User Interface]] (UI) [[User interface design|Design]] and [[User experience|User Experience]] (UX) [[User experience design|Design]] focus on the direct interactions people have with a system. While UI and UX often rely on separate methodologies, they share the goal of making systems more intuitive, efficient, and appealing. By emphasizing these [[design principles]] and incorporating user insights, developers can create systems that meet real-world needs and encourage people to keep using them.

== User Compliance ==

Using findings, [[Product design|product designers]], [[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. ''[[end user|End user]] computing satisfaction'' is also [[Psychology|psychological]], in that the findings can sometimes represent objective views, rather than subjective truths. For example, previous success or failure impact next generation products. [[Organization|Organizations]] emphasize value in how products and opinions thereof manifest, preserving what is valued and caring how this is perceived.

This often creates a [[Positive feedback|positive feedback loop]] and creating a sense of agency for the user. These surveys assist to steer the system towards stable product sector positions. This is important, because the effects of satisfied or dissatisfied users could be difficult to change as time goes on. Real world examples are [[End user|end-user]] loyalty in the premium [[mobile device]] segment, opinion and perception of dependable [[Automotive industry|automotive]] brands, or lower quality products originate from certain nationalities based on [[Stereotype|stereotypes]]. In such cases, the corrective action is not made on a product level, rather it is handled in another business process via [[change management]], which aims to educate, inform and promote the system with the users, swaying opinions which could not be other altered amending product.

The satisfaction measurements are often used in industry, [[manufacturing]], or other large organizations for obtain internal user satisfaction. This could be used to motivate internal changes to improve or correct existing business processes. This could be by discontinuing use of systems, or prompt adopting to more applicable solutions. It could also be based on [[Job satisfaction|employee satisfaction]] which is important to promote productive work environments.

Doll and Torkzadeh's (1988) definition of user satisfaction is, ''the opinion of the user about a specific computer application, which they use''. In a broader sense, the definition of user satisfaction can be extended to user satisfaction with any computer-based [[electronics|electronic]] appliance. The term user can further be removed from objective and individual contexts, as "user" refers to the collective, from [[Individual|individuals]], groups and across [[Organization|organizations]]. The term "user" is sometimes used to refer to the account or profile of an operator, and this is not excluded from the context, as can be seen when reference is made to "users" of a [[Network topology|network]], the system, by the owner of the system, and by the [[Distribution (marketing)|distributor]] or [[Developer (software)|developer]] of the system.

==The CUS and the UIS==

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==Future developments==

Currently, some [[Scholar|scholars]] and practitioners are experimenting with other measurement methods and further refinements of the definition for ''satisfaction'' and ''user satisfaction''. Others are replacing structured questionnaires by unstructured ones, where the respondent is asked simply to write down or dictate all the factors about a system which either satisfies or dissatisfies them. One problem with this approach, however, is that the instruments tend not to yield quantitative results, making comparisons and [[Statistical inference|statistical analysis]] difficult. Also, if scholars cannot agree on the precise meaning of the term ''satisfaction'', respondents will be highly unlikely to respond consistently to such instruments. Some newer instruments contain a mix of structured and unstructured items.

==References==