article

Intranet satisfaction questionnaire: Development and validationof a questionnaire to measure user satisfaction with the Intranet

Authors:

Javier A. Bargas-Avila,

Jonas Lötscher,

Sébastien Orsini,

Klaus OpwisAuthors Info & Claims

Computers in Human Behavior, Volume 25, Issue 6

Pages 1241 - 1250

https://doi.org/10.1016/j.chb.2009.05.014

Published: 01 November 2009 Publication History

Abstract

In recent years, Intranets have become increasingly important to their companies. Substantial investments have been made to provide crucial information and workflows to employees. In this context the question of quality assurance arises: how can user satisfaction with the Intranet be measured? This article presents the development of a questionnaire to measure user satisfaction with the Intranet. After a first validation of the instrument (18 items) in an international insurance company (N"1=881), a final set of 13 items remained. These were tested with the Intranet of a national retail company (N"2=1350). The final version showed a high internal consistency (Cronbach @a) of .89, good item difficulties (.36-.73) and discriminatory power coefficients (.48-.73), as well as a moderate average homogeneity of .44. An exploratory factor analysis revealed two factors, ''Content Quality'' and ''Intranet Usability'', explaining 56.54% of the variance. Meanwhile, the survey was translated into 10 languages: Chinese, English, French, German, Italian, Japanese, Portuguese, Russian, Slovenian, and Spanish.

References

[1]

Attitudes, satisfaction and usage: Factors contributing to each in the acceptance of information technology. Behaviour&Information Technology. v18 i4. 227-297.

[2]

Allison, P. D. (2001). Missing data. Vol. 136 of Sage University Papers: Quantitative applications in the social sciences. Sage Publications.

[3]

Development of a tool for measuring and analyzing computer user satisfaction. Managment Science. v29 i5. 530-545.

[4]

Baitsch, C., Katz, C., Spinas, P.,&Ulich, E. (1989). Computerunterstützte Büroarbeit. Ein Leitfaden für Organisation und Gestaltung. Zürich: vdf.

[5]

Usable error message presentation in the world wide web: Do not show errors right away. Interacting with Computers. v19 i3. 330-341.

Digital Library

[6]

Batinic, B. (1999). Online research: Methoden, Anwendungen und Ergebnisse. Internet und Psychologie. Göttingen: Hogrefe, Verl. für Psychologie.

[7]

Determinanten der Rücklaufquote in Online-Panels. Zeitschrift für Medienpsychologie. v17 i2. 64-75.

[8]

Mitarbeiterbefragungen. In: Schuler, H. (Ed.), Lehrbuch der Personalpsychologie, Hogrefe, Verlag für Psychologie, Goettingen.

[9]

Modern multidimensional scaling: Theory and applications. Springer.

[10]

Statistik für Sozialwissenschaftler. 5th ed. Springer-Lehrbuch, Springer, Berlin.

[11]

The measurement of end-user computing satisfaction. MIS Quaterly. v12 i2. 259-274.

Digital Library

[12]

Attitude structure and function. In: Gilbert, D.T., Fiske, S.T., Lindzey, G. (Eds.), Handbook of social psychology, Mc Graw-Hill, New York. pp. 269-322.

[13]

Readings in attitude theory and measurement. John Wiley, New York.

[14]

Beyond user acceptance: An examination of employee reactions to information technology systems. Human Resource Management. v43 i2&3. 243-258.

[15]

Fisseni, H.-J. (1997). Lehrbuch der psychologischen Diagnostik: Mit Hinweisen zur Intervention (2nd ed.). Göttingen: Hogrefe, Verlag für Psychologie.

[16]

Usability - Nutzerfreundliches Web-Design. In: Beier, M., Gizycki, V. (Eds.), Usability. Nutzerfreundliches Web-Design, Springer, Berlin. pp. 1-17.

[17]

A general measure of user computing satisfaction. Computers in Human Behavior. v12 i1. 29-92.

[18]

Software-Ergonomie: Grundlagen der Mensch-Computer-Kommunikation. Addison-Wesley Publishing, Bonn.

[19]

Hoffmann, C. (2001). Das Intranet: ein Medium der Mitarbeiterkommunikation. Vol. 9 of Medien und Märkte. UVK, Konstanz.

[20]

Usability engineering methods for software developers. Communications of the ACM. v48 i1. 71-74.

Digital Library

[21]

Investigating usability metrics for the design and development of applications for the elderly. In: Proceedings of the 11th international conference on computers helping people with special Needs, Springer. pp. 98-105.

Digital Library

[22]

Measuring satisfaction with business-to-employee systems. Computers in Human Behavior. v20. 17-35.

[23]

ISO (1998). Ergonomics requirements for office work with visual display terminals (VDTs). International Standardization Organisation (ISO).

[24]

Kaiser, T. M. (2000). Methode zur Konzeption von Intranets. Difo-Druck OHG, Bamberg.

[25]

Kranz, H. T. (1979). Einführung in die klassische Testtheorie. Vol. 8 of Methoden in der Psychologie. Frankfurt a.M: Fachbuchhandlung für Psychologie.

[26]

Leuthold, S., Hah, E.-J., Karrer, L., Glaeser, M., Guth, I., Bargas-Avila, J., Oberholzer, G.,&Springer, A. (2004). Stimmt Intranet Report 2004. Tech. rep., Stimmt AG.

[27]

IBM computer usability satisfaction questionnaires: Psychometric evaluation and instructions for use. International Journal of Human-Computer Interaction. v7 i1. 57-78.

Digital Library

[28]

Linderman, M.,&Fried, J. (2004). Defensive design for the Web. New Riders, Indianapolis, Ind.

Digital Library

[29]

The relation between user partricipation and user satisfaction: An investigation of four contingency factors. MIS Quaterly. v18 i4. 427-451.

Digital Library

[30]

The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research. v13 i3. 296-315.

Digital Library

[31]

A theoretical assessment of the user-satisfaction construct in information system research. Managment Science. v36 i1. 76-91.

[32]

Mummendey, H. D. (2003). Die Fragebogen-Methode: Grundlagen und Anwendung in Persönlichkeits-, Einstellungs- und Selbstkonzeptforschung (4th ed.). Göttingen: Hogrefe, Verlag für Psychologie.

[33]

The conceptualization and empirical validation of web site user satisfaction. Information&Management. v41 i5. 543-560.

Digital Library

[34]

Oberholzer, G., Leuthold, S., Bargas-Avila, J., Karrer, L.,&Glaeser, M. (2003). Stimmt Intranet Report 2003. Tech. rep., Stimmt AG.

[35]

Measuring user satisfaction with knowledge management systems: Scale development, purification, and initial test. Computers in Human Behavior. v23 i3. 1329-1346.

Digital Library

[36]

A model and instrument for measuring small business user satisfaction with information technology. Information&Management. v31. 151-163.

Digital Library

[37]

Rauterberg, M. (1994). Benutzerorientierte Software-Entwicklung: Konzepte, Methoden und Vorgehen zur Benutzerbeteiligung. Vol. 3 of Mensch Technik Organisation. Zürich: Verlag der Fachvereine.

[38]

Rogelberg, S.G. (2002). Handbook of research methods in industrial and organizational psychology. Vol. 1 of Blackwell handbooks of research methods in psychology. Oxford: Blackwell.

[39]

Rosson, M.B.,&Carroll, J.M. (2002). Usability engineering: Scenario-based development of human-computer interaction. The Morgan Kaufmann series in interactive technologies. San Francisco: Morgan Kaufmann.

Digital Library

[40]

Lehrbuch Testtheorie-Testkonstruktion. 2nd ed. Hans Huber, Bern.

[41]

Missing data: Our view of the state of the art. Psychological Methods. v7 i2. 147-177.

[42]

Schneider, W. (2000). Kundenzufriedenheit: Strategie, Messung, Management. Lerch: Verlag Moderne Industrie.

[43]

Reliability assessment of the attitude towards computers instrument (ATCI). Computers in Human Behavior. v20 i5. 661-689.

[44]

Spinas, P. (1987). Arbeitspsychologische Aspekte der Benutzerfreundlichkeit von Bildschirmsystemen. Zürich: Administration&Druck AG.

[45]

Kundenzufriedenheit als Messlatte für den Erfolg. In: Töpfer, A., Bauer, E. (Eds.), 2nd Edition, Hermann, Luchterhand. pp. 59-110.

[46]

Beyond accuracy: What data quality means to data consumers. Journal of Management Information Systems. v12 i4. 5-34.

Digital Library

[47]

The conceptualization and measurement of m-commerce user satisfaction. Computers in Human Behavior. v23 i1. 381-398.

Cited By

Baumgartner JSauer JSonderegger APreim BNürnberger AHansen C(2020)Pictorial usability inventory (PUI)Proceedings of Mensch und Computer 202010.1145/3404983.3405522(43-52)Online publication date: 6-Sep-2020
https://dl.acm.org/doi/10.1145/3404983.3405522
Mao CTseng YChen CKrishnamurthi MIinuma M(2018)Dynamic information visualization on cognitive ability for intelligence preparation of the battlefieldProceedings of the 6th International Conference on Information and Education Technology10.1145/3178158.3178194(263-266)Online publication date: 6-Jan-2018
https://dl.acm.org/doi/10.1145/3178158.3178194
Sauro J(2015)SUPR-QJournal of Usability Studies10.5555/2817315.281731710:2(68-86)Online publication date: 1-Feb-2015
https://dl.acm.org/doi/10.5555/2817315.2817317
Show More Cited By

Intranet satisfaction questionnaire: Development and validationof a questionnaire to measure user satisfaction with the Intranet
1. Human-centered computing

Recommendations

User satisfaction from commercial web sites: The effect of design and use

We empirically investigated the effect of user-based design and Web site usability on user satisfaction across four types of commercial Web sites: online shopping, customer self-service, trading, and publish/subscribe. To this end, a Web-based survey ...
Reliability and validity of the mobile phone usability questionnaire (MPUQ)

This study was a follow-up to determine the psychometric quality of the usability questionnaire items derived from a previous study (Ryu and Smith-Jackson, 2005), and to find a subset of items that represents a higher measure of reliability and ...
How should you frame questions to measure user attitudes accurately? an experimental design study
UI-HCII'07: Proceedings of the 2nd international conference on Usability and internationalization

Attitudes are most frequently measured through responses to questionnaires. The validity of the results is strongly dependent on the quality of the instrument. Questionnaires employed to evaluate users' attitudes toward issues, products, or services ...

Comments

Information & Contributors

Information

Published In

cover image Computers in Human Behavior

Computers in Human Behavior Volume 25, Issue 6

November, 2009

193 pages

ISSN:0747-5632

Issue’s Table of Contents

Copyright © Elsevier Ltd © 2009.

Publisher

Elsevier Science Publishers B. V.

Netherlands

Publication History

Published: 01 November 2009

Author Tags

Qualifiers

Article

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

7
Total Citations
View Citations
0
Total Downloads

Downloads (Last 12 months)0
Downloads (Last 6 weeks)0

Reflects downloads up to 13 Jan 2025

Other Metrics

View Author Metrics

Citations

Cited By

Baumgartner JSauer JSonderegger APreim BNürnberger AHansen C(2020)Pictorial usability inventory (PUI)Proceedings of Mensch und Computer 202010.1145/3404983.3405522(43-52)Online publication date: 6-Sep-2020
https://dl.acm.org/doi/10.1145/3404983.3405522
Mao CTseng YChen CKrishnamurthi MIinuma M(2018)Dynamic information visualization on cognitive ability for intelligence preparation of the battlefieldProceedings of the 6th International Conference on Information and Education Technology10.1145/3178158.3178194(263-266)Online publication date: 6-Jan-2018
https://dl.acm.org/doi/10.1145/3178158.3178194
Sauro J(2015)SUPR-QJournal of Usability Studies10.5555/2817315.281731710:2(68-86)Online publication date: 1-Feb-2015
https://dl.acm.org/doi/10.5555/2817315.2817317
Huang YChen MMo S(2015)How do we inspire people to contact aboriginal culture with Web2.0 technology?Computers & Education10.1016/j.compedu.2015.03.00186:C(71-83)Online publication date: 1-Aug-2015
https://dl.acm.org/doi/10.1016/j.compedu.2015.03.001
Antonopoulos NVeglis AGardikiotis AKotsakis RKalliris G(2015)Web Third-person effect in structural aspects of the information on media websitesComputers in Human Behavior10.1016/j.chb.2014.11.02244:C(48-58)Online publication date: 1-Mar-2015
https://dl.acm.org/doi/10.1016/j.chb.2014.11.022
Najmul Islam A(2014)Sources of satisfaction and dissatisfaction with a learning management system in post-adoption stageComputers in Human Behavior10.1016/j.chb.2013.09.01030(249-261)Online publication date: 1-Jan-2014
https://dl.acm.org/doi/10.1016/j.chb.2013.09.010
Bargas-Avila JOrsini Sde Vito MOpwis K(2010)ZeGoAdvances in Human-Computer Interaction10.1155/2010/4871632010(1-10)Online publication date: 1-Jan-2010
https://dl.acm.org/doi/10.1155/2010/487163

View Options

View options

Media

Figures

Other

Tables

View Issue’s Table of Contents