This paper reports on a technique for measuring and analyzing computer user satisfaction. Starting with the literature and using the critical incident interview technique, 39 factors affecting satisfaction were identified. Adapting the semantic differential scaling technique, a questionnaire for measuring satisfaction was then created. Finally, the instrument was pilot tested to prove its validity and reliability. The results of this effort and suggested uses of the questionnaire are reported here.computers: systems design/operation, information systems, management, utility/performance, multi-attribute

This paper presents the development and evaluation of a questionnaire designed to quantitatively measure computer user satisfaction. The administration, scoring, and interpretation of the questionnaire are also addressed.

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