User satisfaction as a measure of system performance

Abstract

It is evident from previous research that user satisfaction is a multidimensional, subjective variable which can be affected by many factors other than performance of the system or searcher. This article draws on information retrieval and information systems literature in an attempt to understand what user satisfaction is, how it is measured, what factors affect it, and why findings on user satisfaction have been so varied and contradictory. It concludes with recommendations for future investigation of the use of user satisfaction as a measure of system performance.

Defining Dimensions of Patient Satisfaction with Telemedicine: An Analysis of Existing Measurement Instruments

“…Many studies report high levels of patient satisfaction [13,14]. But there is often little consistency in the methodologies that are used to evaluate telemedicine satisfaction and the aspects of satisfaction explored [13].…”

“…The complexity of satisfaction makes it a difficult construct to define [14]. Satisfaction has historically been used as a means of measuring IS effectiveness and success [27,28].…”

“…As satisfaction remains a loosely defined term, it is important that more research be conducted into understanding the role of satisfaction in different contexts and further defining satisfaction [13,14]. This research aims to contribute to the knowledge on satisfaction by specifically identifying different dimensions of patient satisfaction with telemedicine, and from these dimensions defining more formal constructs.…”

An overview of semantic search evaluation initiatives

“…In assessing users' satisfaction with libraries, Tessier et al (1977) included factors such as the output, the library as a whole, its policies as well as the interaction with the library staff. Other factors commonly used in studies include completeness of search results (Su, 1992(Su, , 1998; interface style (Crawford et al, 1992;Hildreth, 2001;Manning et al, 2008); interaction with the system (Crawford et al, 1992;Griffiths et al, 2007;Manning et al, 2008); response time (Kelly, 2009); features and functionality of the system (Griffiths et al, 2007); ease of query formulation (Loupy and Bellot, 1997) and ease of use (Hildreth, 2001). Cooper (1973a); Saracevic et al (1988) and Draper (1996) argued that satisfaction is the ultimate measure to evaluate IR systems.…”

The Impact of User Knowledge on Web Search Satisfaction

“…It have been an indicator to evaluate the satisfaction level of the user towards the IS system (Griffiths et al, 2007) and as an indicator for system success (Wang and Liao, 2007). It is also related to the user experience when using the IS system.…”