Measurement of End-User Computing Satisfaction

Abstract

Doll and Tofkzadeh (1988) developed their measure of End-User Computing Satisfaction because ‘decision analysis’ (examination of specific uses of computer applications in decision making) is “generally not feasible” (p. 259) but that satisfaction is a reasonable surrogate for assessing use. Doll and Tofkzadeh claim evidence from other studies support an expectation that satisfaction leads to use (as opposed to use leading to satisfaction. The Doll and Tofkzadeh study focused more on broad notions of systems and applications (Mini or mainframes, Micro-computer applications, Analysis, and Monitor applications). The End-User Computing Satisfaction scale is multidimensional instrument. Doll and Tofkzadeh (1988) started with 40 items and reduced those first to 18 items and then reduced the scale further to a final set of 12 items. The dimensions of the End-User Satisfaction scale are Content, Accuracy, Format, Ease of use, and Timeliness.