A methodology for measuring user satisfaction

摘要

The primary goal of this paper is to provide a simplified process that can be used by computer departments in measuring fulfillment of user requirements. Emphasis is placed on practical interpretation and usefulness of results. The methodology has been designed in a stepwise manner so that people with little knowledge about the subject can use it with ease. The methodology is based on a set of minimum criteria determined by the organizational environment of the computer department using this tool. The formulas used for analysis of results originates from work done by Bailey and Pearson. A spreadsheet implementation is discussed.