Computer user satisfaction in organizations

Abstract

The purpose of this study is to measure computer user satisfaction in several organizational settings and to find out if user, system or organizational variables affect the level of user satisfaction. Data was collected from two manufacturing companies and one Australian government department by using a survey based on the semantic differential technique for attitude measurement and open-ended interviews. The data was analysed for each organization. The users completing the survey were then treated as a random sample of all organizational users of computer-based information systems and products. The data was analysed to see if differences occurred among groups. The results indicate that for each organization there are areas of high and low satisfaction. Some of these are common to the three organizations, and some areas where change is commonly requested by users are participation in design, training, response time on interactive systems and top management involvement. Differences among users are also indicated and it is shown that users who design their own systems have the highest level of satisfaction. Managerial users appear to be among the users who are least satisfied with their computer-based support.

Date of Award	1982
Original language	English