A methodology for measuring user satisfaction

D. N.J. Mostert, J. H.P. Eloff, S. H.von Solms

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


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.

Original languageEnglish
Pages (from-to)545-556
Number of pages12
JournalInformation Processing and Management
Issue number5
Publication statusPublished - 1989


  • Computer department performance
  • User requirements
  • User satisfaction

ASJC Scopus subject areas

  • Information Systems
  • Media Technology
  • Computer Science Applications
  • Management Science and Operations Research
  • Library and Information Sciences


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