James E. Bailey and Sammy W. Pearson, "Development of a Tool for Measuring and Analyzing Computer User Satisfaction", Management Science, May, 1983, vol 29, no 5, p.530-545.
Copyright (1983), The Institute of Management Sciences (now INFORMS), 290 Westminster Street, Providence, Rhode Island 02903 USA; e-mail: np246003@brownvm.brown.edu. Used with permission.
INTRODUCTORY EXPLANATION
The "computer user satisfaction" construct is measured by the weighted
sum of a user's positive or negative reaction to the following 39 items.
The original article should be consulted (page 534) for further details
of scoring -- especially the handling of zero or neutral responses.
Respondents were asked to respond to semantic differential scales
consisting of seven intervals.
"The seven intervals from negative to positive were denoted by the
adverbial qualifiers; extremely, quite, slightly, neither/equally,
slightly, quite and extremely." (page 533)
ITEMS
1. Top management involvement: The positive or negative degree
of interest, enthusiasm, support, or participation of any management level
above the user's own level toward computer-based information systems or
services or toward the computer staff which supports them.
strong |____|____|____|____|____|____|____| weak
consistent |____|____|____|____|____|____|____| inconsistent
good |____|____|____|____|____|____|____| bad
significant |____|____|____|____|____|____|____| insignificant
2. Organizational competition with the EDP unit: The contention between
the respondent's organizational unit and the EDP unit when vying for
organizational resources or for responsibility for success or failure of
computer-based information systems or services of interest to both parties.
productive |____|____|____|____|____|____|____| destructive
rational |____|____|____|____|____|____|____| emotional
low |____|____|____|____|____|____|____| high
harmonious |____|____|____|____|____|____|____| dissonant
3. Priorities determination: Policies and procedures which establish
precedence for the allocation of EDP resources and services between
different organizational units and their requests.
fair |____|____|____|____|____|____|____| unfair
consistent |____|____|____|____|____|____|____| inconsistent
just |____|____|____|____|____|____|____| unjust
precise |____|____|____|____|____|____|____| vague
4. Charge-back method of payment for services: The schedule of charges
and the procedures for assessing users on a pro rata basis for the EDP
resources and services that they utilize.
just |____|____|____|____|____|____|____| unjust
reasonable |____|____|____|____|____|____|____| unreasonable
consistent |____|____|____|____|____|____|____| inconsistent
known |____|____|____|____|____|____|____| unknown
5. Relationship with the EDP staff: The manner and methods of interaction,
conduct, and association between the user and the EDP staff.
harmonious |____|____|____|____|____|____|____| dissonant
good |____|____|____|____|____|____|____| bad
cooperative |____|____|____|____|____|____|____| uncooperative
candid |____|____|____|____|____|____|____| deceitful
6.Communication with the EDP staff: The manner and methods of information
exchange between the user and the EDP staff.
harmonious |____|____|____|____|____|____|____| dissonant
productive |____|____|____|____|____|____|____| destructive
precise |____|____|____|____|____|____|____| vague
meaningful |____|____|____|____|____|____|____| meaningless
7. Technical competence of the EDP staff: The computer technology skills
and expertise exhibited by the EDP staff.
current |____|____|____|____|____|____|____| obsolete
sufficient |____|____|____|____|____|____|____| insufficient
superior |____|____|____|____|____|____|____| inferior
high |____|____|____|____|____|____|____|low
8. Attitude of the EDP staff: The willingness and commitment of the
EDP staff to subjugate external, professional goals in favor of
organizationally directed goals and tasks.
user-oriented |____|____|____|____|____|____|____| self-centered
cooperative |____|____|____|____|____|____|____| belligerent
courteous |____|____|____|____|____|____|____| discourteous
positive |____|____|____|____|____|____|____| negative
9. Schedule of products and services: The EDP center timetable for
production of information system outputs and for provision of computer-based
services.
good |____|____|____|____|____|____|____| bad
regular |____|____|____|____|____|____|____| irregular
reasonable |____|____|____|____|____|____|____| unreasonable
acceptable |____|____|____|____|____|____|____| unacceptable
10. Time required for new development: The elapsed time between the
user's request for new applications and the design, development, and/or
implementation of the application systems by the EDP staff.
short |____|____|____|____|____|____|____| long
dependable |____|____|____|____|____|____|____| undependable
reasonable |____|____|____|____|____|____|____| unreasonable
acceptable |____|____|____|____|____|____|____| unacceptable
11. Processing of change requests: The manner, method, and required
time with which the EDP staff responds to user requests for changes in
existing computer-based information systems or services.
fast |____|____|____|____|____|____|____| slow
timely |____|____|____|____|____|____|____| untimely
simple |____|____|____|____|____|____|____| complex
flexible |____|____|____|____|____|____|____| rigid
12. Vendor support: The type and quality of the service rendered by a
vendor, either directly or indirectly, to the user to maintain the hardware
or software required by that organizational status.
skilled |____|____|____|____|____|____|____| bungling
sufficient |____|____|____|____|____|____|____| insufficient
eager |____|____|____|____|____|____|____| indifferent
consistent |____|____|____|____|____|____|____| inconsistent
13. Response/turnaround time: The elapse time between a user-initiated
request for service or action and a reply to that request. Response time
generally refers to the elapsed time for terminal type request or entry.
Turnaround time generally refers to the elapsed time for execution of a
program submitted or requested by a user and the return of the output to
that user.
fast |____|____|____|____|____|____|____| slow
good |____|____|____|____|____|____|____| bad
consistent |____|____|____|____|____|____|____| inconsistent
reasonable |____|____|____|____|____|____|____| unreasonable
14. Means of input/output with EDP center: The method and medium by
which a user inputs data to and receives output from the EDP center.
convenient |____|____|____|____|____|____|____| inconvenient
clear |____|____|____|____|____|____|____| hazy
efficient |____|____|____|____|____|____|____| inefficient
organized |____|____|____|____|____|____|____| disorganized
15. Convenience of access: the ease or difficulty with which the user
may act to utilize the capability of the computer system.
convenient |____|____|____|____|____|____|____| inconvenient
good |____|____|____|____|____|____|____| bad
easy |____|____|____|____|____|____|____| difficult
efficient |____|____|____|____|____|____|____| inefficient
16. Accuracy: The correctness of the output information.
accurate |____|____|____|____|____|____|____| inaccurate
high |____|____|____|____|____|____|____| low
consistent |____|____|____|____|____|____|____| inconsistent
sufficient |____|____|____|____|____|____|____| insufficient
17. Timeliness: The availability of the output information at a time
suitable for its use.
timely |____|____|____|____|____|____|____| untimely
reasonable |____|____|____|____|____|____|____| unreasonable
consistent |____|____|____|____|____|____|____| inconsistent
punctual |____|____|____|____|____|____|____| tardy
18. Precision: The variability of the output information from that
which it purports to measure.
sufficient |____|____|____|____|____|____|____| insufficient
consistent |____|____|____|____|____|____|____| inconsistent
high |____|____|____|____|____|____|____| low
definite |____|____|____|____|____|____|____| uncertain
19. Reliability: The consistency and dependability of the output
information.
consistent |____|____|____|____|____|____|____| inconsistent
high |____|____|____|____|____|____|____| low
superior |____|____|____|____|____|____|____| inferior
sufficient |____|____|____|____|____|____|____| insufficient
20. Currency: The age of the output information.
good |____|____|____|____|____|____|____| bad
timely |____|____|____|____|____|____|____| untimely
adequate |____|____|____|____|____|____|____| inadequate
reasonable |____|____|____|____|____|____|____| unreasonable
21. Completeness: The comprehensiveness of the output information
content.
complete |____|____|____|____|____|____|____| incomplete
consistent |____|____|____|____|____|____|____| inconsistent
sufficient |____|____|____|____|____|____|____| insufficient
adequate |____|____|____|____|____|____|____| inadequate
22. Format of output: The material design of the layout and display of
the output contents.
good |____|____|____|____|____|____|____| bad
simple |____|____|____|____|____|____|____| complex
readable |____|____|____|____|____|____|____| unreadable
useful |____|____|____|____|____|____|____| useless
23. Language: The set of vocabulary, syntax, and grammatical rules used
to interact with the computer systems.
simple |____|____|____|____|____|____|____| complex
powerful |____|____|____|____|____|____|____| weak
easy |____|____|____|____|____|____|____| difficult
easy-to-use |____|____|____|____|____|____|____| hard-to-use
24. Volume of output: The amount of information conveyed to a user from
computer-based systems. This is expressed not only by the number of
reports or outputs but also by the voluminousness of the output contents.
concise |____|____|____|____|____|____|____| redundant
sufficient |____|____|____|____|____|____|____| insufficient
necessary |____|____|____|____|____|____|____| unnecessary
reasonable |____|____|____|____|____|____|____| unreasonable
25.Relevancy: The degree of congruence between what the user wants or
requires and what is provided by the information products and services.
useful |____|____|____|____|____|____|____| useless
relevant |____|____|____|____|____|____|____| irrelevant
clear |____|____|____|____|____|____|____| hazy
good |____|____|____|____|____|____|____| bad
26. Error recover: The methods and policies governing correction and
rerun of system outputs that are incorrect.
fast |____|____|____|____|____|____|____| slow
superior |____|____|____|____|____|____|____| inferior
complete |____|____|____|____|____|____|____| incomplete
simple |____|____|____|____|____|____|____| complex
27. Security of data: The safeguarding of data from misappropriation
or unauthorized alteration or loss.
secure |____|____|____|____|____|____|____| insecure
good |____|____|____|____|____|____|____| bad
definite |____|____|____|____|____|____|____| uncertain
complete |____|____|____|____|____|____|____| incomplete
28. Documentation: The recorded description of an information system.
This includes formal instructions for the utilization of the system.
clear |____|____|____|____|____|____|____| hazy
available |____|____|____|____|____|____|____| unavailable
complete |____|____|____|____|____|____|____| incomplete
current |____|____|____|____|____|____|____| obsolete
29. Expectations: The set of attributes or features of the computer-
based information products or services that a user considers reasonable and
due from the computer-based information support rendered within his
organization.
pleased |____|____|____|____|____|____|____| displeased
high |____|____|____|____|____|____|____| low
definite |____|____|____|____|____|____|____| uncertain
optimistic |____|____|____|____|____|____|____| pessimistic
30. Understanding of systems: The degree of comprehension that a user
possesses about the computer-based information or services that are provided.
high |____|____|____|____|____|____|____| low
sufficient |____|____|____|____|____|____|____| insufficient
complete |____|____|____|____|____|____|____| incomplete
easy |____|____|____|____|____|____|____| hard
31. Perceived utility: The user's judgment about the relative balance
between the cost and the considered usefulness of the computer-based
information products or services that are provided. The costs include any
costs related to providing the resource, including money, time, manpower,
and opportunity. The usefulness includes any benefits that the user believes
to be derived from the support.
high |____|____|____|____|____|____|____| low
positive|____|____|____|____|____|____|____| negative
sufficient |____|____|____|____|____|____|____| insufficient
useful |____|____|____|____|____|____|____| useless
32. Confidence in the systems: The user's feelings of assurance or
certainty about the systems provided.
high |____|____|____|____|____|____|____| low
strong |____|____|____|____|____|____|____| weak
definite |____|____|____|____|____|____|____| uncertain
good |____|____|____|____|____|____|____| bad
33. Feeling of participation: The degree of involvement and commitment
which the user shares with the EDP staff and others toward the functioning
of the computer-based information systems and services.
positive |____|____|____|____|____|____|____| negative
encouraged |____|____|____|____|____|____|____| repelled
sufficient |____|____|____|____|____|____|____| insufficient
involved |____|____|____|____|____|____|____| uninvolved
34. Feeling of control: The user's awareness of the personal power or
lack of power to regulate, direct or dominate the development, alteration,
and/or execution of the computer-based information systems or services which
serve the user's perceived function.
high |____|____|____|____|____|____|____| low
sufficient |____|____|____|____|____|____|____| insufficient
precise |____|____|____|____|____|____|____| vague
strong |____|____|____|____|____|____|____| weak
35. Degree of training: The amount of specialized instruction and
practice that is afforded to the user to increase the user's proficiency in
utilizing the computer capability that is unavailable.
complete |____|____|____|____|____|____|____| incomplete
sufficient |____|____|____|____|____|____|____| insufficient
high |____|____|____|____|____|____|____| low
superior |____|____|____|____|____|____|____| inferior
36. Job effects: The changes in job freedom and job performance that
are ascertained by the user as resulting from modifications induced by the
computer-based information systems and services.
liberating |____|____|____|____|____|____|____| inhibiting
significant |____|____|____|____|____|____|____| insignificant
good |____|____|____|____|____|____|____| bad
valuable |____|____|____|____|____|____|____| worthless
37. Organizational Position of the EDP Function: The hierarchical
relationship of the EDP function to the overall organizational structure.
appropriate |____|____|____|____|____|____|____| inappropriate
strong |____|____|____|____|____|____|____| weak
clear |____|____|____|____|____|____|____| hazy
progressive |____|____|____|____|____|____|____| regressive
38. Flexibility of Systems: The capacity of the information system to
change or to adjust in response to new conditions, demands, or circumstances.
flexible |____|____|____|____|____|____|____| rigid
versatile |____|____|____|____|____|____|____| limited
sufficient |____|____|____|____|____|____|____| insufficient
high |____|____|____|____|____|____|____| low
39. Integration of systems: The ability of systems to communicate
transmit data between systems servicing different functional areas.
complete |____|____|____|____|____|____|____| incomplete
sufficient |____|____|____|____|____|____|____| insufficient
successful |____|____|____|____|____|____|____| unsuccessful
good |____|____|____|____|____|____|____| bad