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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 [[Organization|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 [[Methodology|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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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 and preventive action|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 [[Organization|organizations]] for obtain internal user satisfaction. This could be used to motivate internal changes to improve or correct existing [[Business process|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 environment|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.
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