The Meaning and Measurement of User Satisfaction: A Multigroup Invariance Analysis of the End-User Computing Satisfaction Instrument

2004 | Journal of Management Information Systems | Citations: 0

Authors: Doll, William J.; Xiaodong Deng; Raghunathan, T. S.; Torkzadeh, Gholamreza; Weidong Xia

Abstract: Although user satisfaction is widely used by researchers and practitioners to ev ... Expand

Abstract: Although user satisfaction is widely used by researchers and practitioners to evaluate information system success, important issues related to its meaning and measurement across population subgroups have not been adequately resolved. To be most useful in decision-making, instruments like end-user computing satisfaction (EUCS), which are designed to evaluate system success, should be robust. That is, they should enable comparisons by providing equivalent measurement across diverse samples that represent the variety of conditions or population subgroups present in organizations. Using a sample of 1,166 responses, the EUCS instrument is tested for measurement invariance across four dimensions--respondent positions, types of application, hardware platforms, and modes of development. While the results suggest that the meaning of user satisfaction is context sensitive and differs across population subgroups, the 12 measurement items are invariant across all four dimensions. The 12-item summed scale enables researchers or practitioners to compare EUCS scores across the instrument's originally intended universe of applicability. Collapse

Topics: user satisfaction computer hardware decision support database system operational information system

Methods: factor analysis statistical hypothesis test survey data transformation SEM tool

Applications development by end-users: can quality be improved?

2000 | Decision Support Systems | Citations: 0

Authors: Kreie, Jennifer; Cronan, Timothy Paul; Pendley, John; Renwick, Janet S.

Abstract: End-users frequently develop applications to use in their jobs but there is reas ... Expand

Abstract: End-users frequently develop applications to use in their jobs but there is reason to be concerned about the quality of these applications. High error rates have been found in applications developed by end-users in the few empirical studies done. This paper examines one approach to improving application quality which is to provide end-users with training in systems analysis and design methods. The study was conducted via the Internet with real end-users. Though no significant difference was found for some measures of quality, there was a significant improvement in the overall design of an application after an end-user received analysis and design training. This is important information for business managers because a well designed application is more likely to remain accurate and useful over time. Collapse

Topics: spreadsheet systems development user satisfaction end user computing electronic mail

Methods: experimental group experiment design methodology analysis of covariance experimental design

Development of a Measure to Assess the Quality of User-developed Applications

1997 | ACM SIGMIS Database | Citations: 0

Authors: Rivard, Suzanne; Poirier, Guylaine; Raymond, Louis; Bergeron, François

Abstract: For several years now, software quality has been a major concern for those invol ... Expand

Abstract: For several years now, software quality has been a major concern for those involved in the area of software engineering, and researchers as well as practitioners of the domain have proposed instruments to measure it. Application quality is also a concern for researchers and managers involved in the area of end-user computing. However, since end-user computing research is in a much earlier stage than research in software engineering, relatively few efforts have been made to assess the quality of user-developed applications. Building on earlier work in software engineering and in end-user computing, this study developed and assessed a measure of user-developed applications quality. The quality construct comprises eight dimensions: reliability, effectiveness, portability, economy, user-friendliness, understandability, verifiability, and maintainability. In turn, each quality dimension is composed of a set of criteria. Finally, each criterion is measured by a series of items. The instrument was tested by means of a survey involving 110 end-users. Confirmatory factor analysis, using the partial least squares technique, was conducted. The results indicate that the 56-items instrument is reliable and valid, and that it may be a useful tool for researchers and for practitioners alike. Collapse

Topics: system quality user satisfaction user development end user computing user friendliness

Methods: partial least squares regression survey confirmatory factor analysis data transformation partial least squares path modeling

Differences in end-user computing support and control across user departments

1997 | Information & Management | Citations: 0

Authors: Speier, C.; Brown, C. V.

Abstract: Although the diversity of end-users is well recognized in the end-user computing ... Expand

Abstract: Although the diversity of end-users is well recognized in the end-user computing (EUC) management literature, a potentially important context factor remains little addressed: user department variables. The objective of this exploratory study was to identify variables at the department level that may be important for explaining differences in usage of support sources and awareness of control policies at the individual level. Semi-structured interviews were held with user managers in three functional departments and information systems (IS) managers within the same organization. The interview data were then used to customize questionnaires for end-users on the usage of EUC support sources and awareness of EUC control policies in the same three departments. Significant differences were found across the departments. The interview data suggest that, while the business activities of the department may explain some of these differences, three other department-level variables appear to be influential: (i) the department manager's preferences for EUC support sources, (ii) the department manager's perceptions of EUC risks, and (iii) EUC policies at the department level. Our findings imply that department-level context variables need to be taken into account in future EUC research, and a ‘one size fits all’ approach to EUC support and control may not be the most effective IS management approach in practice. Collapse

Topics: user development marketing management client-server model information system use spreadsheet

Methods: survey qualitative interview personal interview field study

User-Developed Applications: An Empirical Study of Application Quality and Developer Productivity

1996 | Journal of Management Information Systems | Citations: 0

Authors: Edberg, Dana T.; Bowman, Brent J.

Abstract: As inexpensive microcomputers and easy-to-use software have proliferated through ... Expand

Abstract: As inexpensive microcomputers and easy-to-use software have proliferated throughout organizations, increasing numbers of employees are developing applications. The end-user computing (EUC) literature contains many prescriptions for managing this activity, but there has been little direct empirical examination of the effectiveness of end users as application developers. This paper describes a study in which five different applications were developed independently by paired teams of end users and IS students acting as surrogate IS professionals. This permitted comparison of end users and surrogate IS professionals on the quality of the finished applications and on productivity. The quality analysis focused on technical design and implementation factors as measured by defect counting and a subjective quality attribute rating. Productivity was measured by function point analysis and lines-of-code metrics. The results of the study indicate that the surrogate IS professionals were much more productive and produced higher-quality applications than did the end users. The fact that student surrogates significantly outperformed the end users is particularly interesting since experienced IS professionals might be expected to show even greater differences in productivity and quality. The study should be replicated using IS professionals to confirm the preliminary findings. The results suggest that additional research on the efficacy of end users as application developers is needed. Collapse

Topics: IT workforce productivity source code IT project software developer

Methods: experiment qualitative interview survey design laboratory experiment statistical hypothesis test

System development effectiveness: An agency theory perspective

1995 | Information & Management | Citations: 6

Authors: Huarng, Adam S.

Abstract: Agency theory can be used to explain the effectiveness of system development met ... Expand

Abstract: Agency theory can be used to explain the effectiveness of system development methods. As the cost of computing decreases and end user computing technology becomes feasible, end-user departments are developing their own application systems. Agency theory suggests that end-users will desire greater autonomy over their computing in order to avoid the agency costs that arise in traditional MIS development. This study provides empirical support for the proposition that user development allows end-user departments to minimize the agency costs resulting from the work of the MIS department. Data were collected from 162 users of 59 different applications in 30 organizations. The results indicate that user development is more effective than MIS development. Among user-developed application systems, departmental applications are more effective than corporate applications. Collapse

Topics: information system use user development systems development system development method reference discipline

Methods: survey ANOVA parametric test Student's t-test design methodology

Theories: agency theory lemon market theory

The test-retest reliability of user involvement instruments

1994 | Information & Management | Citations: 0

Authors: Torkzadeh, Gholamreza; Doll, William J.

Abstract: It is almost an axiom of the MIS literature that user involvement is a necessary ... Expand

Abstract: It is almost an axiom of the MIS literature that user involvement is a necessary condition for successful development of information systems. Despite this acceptance, Ives and Olson have observed that, hampered by conflicting findings and weak measures, over two decades of research has not convincingly demonstrated the benefits of user involvement. They contend that there is a need to develop reliable and valid measures of user involvement and system success. This paper reports on the extends a program to develop standard user involvement instruments that can measure end-user developed applications as well as others using more traditional methodology. The short-range and long-range stability of instruments that measure percieved involvement, desired involvement, and involvement congruence is assessed via the test-retest method. The results suggest that these instruments are internally consistent, stable, and can be used with confidence in user involvement research without concern about a reactivity effect. Collapse

Topics: participatory design decision support system database system end user computing user development

Methods: design methodology survey design Student's t-test descriptive statistic parametric test

The Application Approach Worksheet: An Evaluative Tool for Matching New Development Methods with Appropriate Applications

1983 | Management Information Systems Quarterly | Citations: 2

Authors: Shomenta, Jack; Kamp, Gary

Abstract: A bstractThis article presents a method used by the Hennepin County Information ... Expand

Abstract: A bstractThis article presents a method used by the Hennepin County Information Services development staff to help determine how best to use new development methods. The tool described and the method for using it were designed to help both data processing personnel and user personnel make the transition from using one development approach only, to a variety of approaches using new technologies and methods.In brief, the "Application Approach Worksheet" is a document used by mid-level and senior user management to identify, in data processing terms, the characteristics of a proposed application. Once the application's characteristics are defined, the user utilizes the worksheet's matrix to determine which development method might be most appropriate for the application.The completed worksheet and a work request then becomes the basis to propose development of the new application. At that point, an Information Services Department (ISD) project manager discusses the application with the user. Together, they agree on the new project's priority relative to other projects, and work out how the project will be handled in general.This article first describes the environment in which the "Application Approach Worksheet" was developed and the circumstances that led to its development. The article goes on to discuss how the worksheet was created and describes the criteria that form the heart of the document. Finally, the article describes how the worksheet is used and discusses the results of its use since it became a part of the work request process in January of 1983.Our first attempt took the form of an "Information Center," which provided end users with the opportunity to get information from county databases using reporting formats that they developed themselves. For about a year, a small Collapse

Topics: system development method mainframe personal computer user development high level language

Methods: literature study