Abstract
M.Com. (Informatics)
This dissertation's objective is to supply a general, functional and
business orientated discussion of the measurement of information system
users' satisfaction. The result of this measurement acts as a measure of
the data-processing function's success. It is however, not the purpose of
this study to prescribe or develop a new standard method of measurement.
This discussion also supplies a grounding for any further doctoral studies
in this field. The dissertation's contents, highlights and exposition are
being discussed in this synopsis.
The motivation of this study lies first of all in the economical and
strategic importance [2,3,44,20,17] of the data processing function for an
organisation. Secondly, it lies in the importance of satisfied users, or
clients, for the success of the data processing function. It is therefore
important to always ensure the success of the data processing function, as
well as to measure the subjective user satisfaction, accurately and
effectively.
This study is based on a previous study by Prof. JHP Eloff and DNJ Mostert
[7,43], who created a general measurement process that determines the
satisfaction of information system users; as well as various other
research projects regarding the development and evaluating of these
methods of measurement. The various, existing methods of measurement
which were found in the literature, i.e: Pearson [6,33]; Baroudi [4,15];
Bailey [16]; Raymond [5] and Tan and Lo [36] , are being discussed in this
dissertation. Due to the objective of this dissertation and the business
orientated nature of this study, the statistical and critical evaluation
of these methods are not being discussed. An attempt is however made to
supply a broad view of the available methods of measurement, as well as
the various contributions to the field of study by these research
projects.