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Developing and Evaluating Methods for User Statisfaction Measurement


  • Roy, M.C.
  • Bouchard, L.


The role of the IS department has changed considerably during the last decade. With IS having a much broader impact on organizational effectiveness and strategy, many more IS departments are required to justify their role and to adopt a customer based approach to serving the users in the organization. Evaluating the quality of their services and measuring user satisfaction is becoming more and more common practice. Although some validated instruments have been available to measure user satisfaction, they have been limited in the flexibility they provide to fit an organization's specific measurement needs. IS departments or organizations can certainly use the previously developed instruments as a starting point for developing their own tools, but they will also need to define their evaluation objectives, who they want to survey, when they want to survey, about what, etc.

Suggested Citation

  • Roy, M.C. & Bouchard, L., 1998. "Developing and Evaluating Methods for User Statisfaction Measurement," Papers 98-027, Laval - Faculte des sciences de administration.
  • Handle: RePEc:fth:lavadm:98-027

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    JEL classification:

    • C80 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - General
    • C81 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Methodology for Collecting, Estimating, and Organizing Microeconomic Data; Data Access


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