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 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.

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'''Computer user satisfaction''' as a concept sets out to [[Measurement|measure]] and record individual operator satisfaction on a [[Granularity|granular]] level. Other similar or related concepts are ''System Satisfaction'' (spanning multiple users or even customers), simply ''[[Customer satisfaction|User Satisfaction]]'', or similar terms. The main differences being the [[target audience]], [[Survey data collection|survey]] depth, [[anonymity]], or how the results may be used, or the findings converted into value. It may be designed to measure product segment stability, industry trends, or how content users are. This is a value for [[Business model|Business Strategies]], [[Market research|Market Research]], [[Sales forecasting|Sales Forecasting]] and much more. This proactively prevents [[dissatisfaction]] among users and consumers, which could manifest in user loss to competitors via product migration and loss of substantial user base and [[Profit (economics)|profit]]. Other fields which more directly deals with the layer of computer systems which users interact with are [[User interface design|User Interface Design and Experience]], often referred to as [[User interface design|UI]] & UIX, is [[User experience evaluation|measured]] using different tools, but important facets of modern system [[design]], development, and [[engineering]].

== User Compliance ==

Using findings, [[Product design|Productproduct Designersdesigners]], [[Business analysis|Businessbusiness Analystsanalysts]], and [[Software engineering|Softwaresoftware Engineersengineers]] anticipate change, and prevent user loss by identifying missing features, shifts in requirements, general improvements, or corrections. ''[[end user|End Useruser]] Computingcomputing Satisfactionsatisfaction'' 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 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 [[Changechange management|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 individuals, groups and across 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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==The problem of defining ''user satisfaction''==

As none of the [[instruments]] in common use really rigorously define their construct of user satisfaction, some scholars such as Cheyney, Mann and Amoroso (1986) have called for more research on the factors which influence the success of end-user computing. Little subsequent effort which sheds new light on the matter exists, however. All factor-based instruments run the risk of including factors irrelevant to the respondent, while omitting some that may be highly significant to themhim/her. Needless to say, this is further exacerbated by the ongoing changes in [[information technology]].

In the literature there are two definitions for user satisfaction, 'User satisfaction' and 'User Information Satisfaction' are used interchangeably. According to Doll and Torkzadeh (1988), 'user satisfaction' is defined as the opinion of the user about a specific [[computer application]] that they use. Ives et al. (1983) defined 'User Information Satisfaction' as "the extent to which users believe the information system available to them meets their information requirements." Other terms for User Information Satisfaction are "system acceptance" (Igersheim, 1976), "perceived usefulness" (Larcker and Lessig, 1980), "MIS appreciation" (Swanson, 1974) and "feelings about information system" (Maish, 1979). Ang and Koh (1997) have described user information satisfaction (UIS) as "a perceptual or subjective measure of system success." This means that user information satisfaction will differ in meaning and significance from person to person. In other words, users who are equally satisfied with the same system according to one definition and measure may not be similarly satisfied according to another.

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Currently, some 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.

==SourcesReferences==

*Ang, J. and Koh, S. "Exploring the relationships between user information satisfaction and job satisfaction", ''International Journal of Information Management'' (17:3), 1997, pp 169-177.

*Ang, J. and Soh, P. H. "User information satisfaction, job satisfaction and computer background: An exploratory study", ''Information & Management'' (32:5), 1997, pp 255-266.

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*Yaverbaum, G. J. "Critical factors in the user environment - an experimental study of users, organizations and tasks", ''MIS Quarterly'' (12:1), 1988, pp 75-88.

== References ==

[[Category:Human–computer interaction]]