If I have a framework as a solution for such a real problem, What is the current method to evaluate the user satisfaction of these solution. Do EUCS (end user computing satisfaction) can be used to measure the success of the application of these frameworks among practitioners. Is there any methods that can we used to do an evaluation of user satisfaction ?
Carry out a survey and apply statistical models to the data generated.
Probably the CSI (Customer Satisfaction Index) might help you. I used this index as an instrument for evaluating the satisfaction of users of a document management system. The CSI delivers a result in [%]. What you need for calculating the CSI:
- several questions with answers based on a likert-scale
- appropriate algorithm (there are several books / articles describing different methods)
If you have any further questions, feel free to contact me.
What is the current method to evaluate the user satisfaction ?
You can use what you can find / the nearest you can find from literature review including EUCS etc. If you can't find the appropriate, you can adapt from the nearest survey questionnaire you'd found. Since each research is unique, sometimes it might be challenging to find similar questionnaire. E.g. I did develop my own project team satisfaction questionnaire by adapting from the classic Job Descriptive Index (JDI) by Smith, Kendall and Hulin (1969).
If you are adopting / adapting / combining etc. from previous questionnaire(s), please cite them so that you can justify yourself before the examiners / reviewers. If you develop a new survey questionnaire on your own, you might need to conduct a pilot study to check for its reliability > 0.7.
Surveys and questionnaires do help, but one of the best methods (if possible) is for you and development/support teams to use the software. For instance, I recall a large company that sells project management software, but the teams upgrading the product did not even use their own software to manage their projects! The best option is to create a continuous feedback system to gather user complaints and suggestions built into the software or website. Organize and prioritize the feedback, act on it, and make sure the person providing feedback knows that their information was used to improve the product. Continuous feedback can include both structured and unstructured feedback. The feedback loop should also provide some kind of incentives to encourage actionable information and suggestions for improvement.
Hi, I was reading also about two other "base" approaches: Technology Acceptance Model (TAM, Davis, 1986) and Theory of Planned Behavior (TPB, Ajzen, 1991). There are many specialized extensions of such ones for different domains, among which you may find one suitable for your framework. There is also SUS (System Usability Scale, Brooke, 1996), intended for usability but one of the aspects it focuses is the user's satisfaction. Hope it helps!
PS: what do you mean with practitioners? developers?
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