The research community has delivered many comprehensive instruments to measure user satisfaction and service quality. However, they may be tedious to deploy in industrial settings, often leading to low response rates. Industrial organizations are thus looking for simpler and more cost effective ways to measure both user satisfaction and service quality. This paper presents and validates a lightweight 8-item instrument to measure the user satisfaction and the quality of service experienced by the users of a Unified Modeling Language tool. The instrument merges ease of use and service-related items. The analysis of the results of two surveys, conducted in a global high-tech corporation, indicates that the instrument has adequate reliability and validity. It is short, easy to use, and appropriate for both practical and research purposes. Future research is needed to validate the instrument in the context of other organizations and other classes of information systems.
Islam, A.K.M. Najmul; Koivulahti-Ojala, Mervi; and Käkölä, Timo, "A lightweight, industrially-validated instrument to measure user satisfaction and service quality experienced by the users of a UML modeling tool" (2010). AMCIS 2010 Proceedings. 287.