scholarly journals Measurement of Software Maintenance from User Satisfaction Perspective A Case Study

2015 ◽  
Author(s):  
KHAIRONI YATIM ◽  
KOH TIENG ◽  
NURDHIYA HAZWANI ◽  
ROZILAH ROSLI
Keyword(s):  
User Satisfaction ◽  
Software Maintenance

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

scholarly journals Benchmarking user satisfaction in academic libraries - a case study

2009 ◽  
Vol 27 (87) ◽  
pp. 29-37 ◽  
Author(s):  
Sebastian Mundt
Keyword(s):  
Public Relations ◽  
User Satisfaction ◽  
Best Practice ◽  
Academic Library ◽  
Internal Communication ◽  
Library Management ◽  
Telephone Interviews ◽  
Culture Of Assessment ◽  
Survey Results

Customer satisfaction and service quality have so far been evaluated mostly from a local perspective although the quality element has been firmly established in academic library management for at least a decade. Critics of inter-institutional comparisons often object that different preconditions are not considered adequately. Examples from a joint user satisfaction survey conducted by 15 German university libraries in 2001 suggest that comparative data are a suitable means to identify cases of "best practice" and can effectively initialize processes of customer-focussed improvement. Furthermore, if compared with corresponding statistical data or performance measures, satisfaction ratings can reveal possible structural strengths and deficits relative to other libraries. On the other hand, follow-up telephone interviews with participating libraries showed that the survey results substantially challenged the institutions' internal communication and public relations organisation, and underlined that even in a well-developed culture of assessment the need for professional mediation and coordination of comparative analyses may not be underestimated.

scholarly journals Development Framework for the Evaluation of Usability in E-Government: A Case Study of E-Finance Government of Malang

2017 ◽  
Vol 2 (2) ◽  
Author(s):  
Vivin Ayu Lestari
Keyword(s):  
User Satisfaction ◽  
Evaluation Method ◽  
Quality Criteria ◽  
User Testing ◽  
Web Based ◽  
Development Framework ◽  
Information And Communication ◽  
Important Quality ◽  
Effectiveness And Efficiency

E-government is an effort to utilize information and communication technology especially internet to improve public service quality which generally implemented in a web based application. Usability is one of the important quality criteria for the success of a web. In this study we developed a framework for evaluation of usability in e-government consisting of  eight stages: (1) determining the evaluation objectives, (2) determining the usability aspects, (3) determining the metrics usability, (4) selecting usability evaluation method candidates, (5) determining the required criteria of the method to be evaluated, (6) evaluating the method, (7) selecting and making the instrument, and (8) evaluate usability.. The results of the application of this framework in the case study of e-finance resulted in two methods used: user testing and questionnaires. The evaluation of usability in e-government for e-finance case studies using the proposed framework results in usability level of e-finance in terms of effectiveness, efficiency, and user satisfaction are 96%, 92%, and 70 respectively. Which can be identified to be grouped into 16 problems consisting of aspects of effectiveness and efficiency.

Integrating Visualization into Structured Public Involvement: Case Study of Highway Improvement in Central Kentucky

2002 ◽  
Vol 1817 (1) ◽  
pp. 50-57 ◽  
Author(s):  
Keiron Bailey ◽  
Joel Brumm ◽  
Ted Grossardt
Keyword(s):  
User Satisfaction ◽  
Public Involvement ◽  
Systems Approach ◽  
Three Dimensional ◽  
Factors Affecting ◽  
State Highway ◽  
Advanced Technologies ◽  
Design Options ◽  
State Highway Agencies

Public involvement in transportation infrastructure decision making is frequently mandated and is regarded as increasingly essential by a wide variety of stakeholders. The integration of advanced technologies, such as visualization, into this process is increasingly desired. However, public involvement processes often are regarded as problematic by many stakeholders and the state highway agencies charged with implementing them. Structured public involvement (SPI) is posited. SPI takes a systems approach toward the integration of advanced technologies into public involvement forums. Because the goal of public involvement is to increase user satisfaction with both the process and the outcomes, the characteristics of advanced technologies and their capacities for gathering useful feedback in public forums must be evaluated. Visualization is put forth as an enabling technology within an SPI framework. The properties, capacities, and transportation-related uses of three visualization modes are evaluated, and their operational features are discussed. A case study dealing with highway improvement in central Kentucky reveals that three-dimensional renderings are significantly preferred to twodimensional and virtual reality modes; the case study also shows that visualization should complement, not replace, other performance information. The role of electronic scoring as an integral component of this SPI protocol is emphasized, resulting in fast assessment and free expression of views. Factors affecting the efficiency of visualization are analyzed, and recommendations are presented for implementing SPI protocols that rely on visualization. These include investigating participants' previous experience with visualization, incorporating iterative public involvement in finalizing design options, and ensuring that the technologies are compatible with the chosen public involvement process.

A Preliminary Study of the Practices and Processes of B2B E-Commerce Evaluation and Benefits Realization in Taiwanese Hospitals

2012 ◽  
pp. 110-128
Author(s):  
Chad Lin ◽  
Hao-Chiang Koong Lin ◽  
Yu-An Huang ◽  
Geoffrey Jalleh ◽  
Sheng-Hsiang Hung ◽  
...  
Keyword(s):  
User Satisfaction ◽  
Business Performance ◽  
Evaluation Methodology ◽  
Senior Executives ◽  
Study Approach ◽  
Investment Evaluation ◽  
Benefits Realization ◽  
Expected Benefits ◽  
Business To Business

Many hospitals still have not fully received the expected benefits from their investments in Business-to-Business (B2B) electronic commerce (e-commerce). Senior executives in these hospitals are often under increasing pressure to find a way to evaluate the contribution of their B2B e-commerce investments to business performance and to ensure that the expected benefits from these investments are eventually delivered. This is as true in hospitals as it is in the other industries. However, relatively little research has examined how Taiwanese hospitals evaluate their B2B e-commerce investments and to what extent their B2B e-commerce benefits are realized. Hence, the authors take a multi-case study approach to investigate the practices and processes of B2B e-commerce evaluation and benefits realization and their impact on B2B e-commerce benefits and user satisfaction in Taiwanese hospitals. Issues arising from the study include a lack of B2B benefits realization methodology or process and a lack of understanding of B2B benefits realization practices. The results also reveal that a B2B investment evaluation methodology or process was used in most hospitals interviewed. However, there appears to be a lack of proper B2B investment post-implementation review measures in most participating hospitals. Moreover, the findings also show that the level of B2B investment evaluation methodology or process adoption was directly related to the levels of organizational IT maturity and user satisfaction. Furthermore, the authors found that most Taiwanese hospitals in general had not allocated sufficient resources and funding to undertake proper evaluation of their B2B investments.

Using Interaction Design to Improve Usability of a PHR User Interface Based on Visual Elements

2009 ◽  
pp. 127-142
Author(s):  
Stefano Forti ◽  
Barbara Purin ◽  
Claudio Eccher
Keyword(s):  
User Interface ◽  
User Interfaces ◽  
User Satisfaction ◽  
Interaction Design ◽  
Personal Health Record ◽  
Evaluation Process ◽  
Visual Elements ◽  
Development Cycle ◽  
Semistructured Interviews

This chapter presents a case study of using interaction design methods for exploring and testing usability and user experience of a Personal Health Record (PHR) user interface based on visual and graphical elements. To identify problems and improve the design of PHR user interface we conducted two taskoriented usability testing based on the think-aloud technique for observing users during their interaction with a high-fidelity PHR prototype, and questionnaires and semistructured interviews for measuring user satisfaction. Our study demonstrates that a user-centered approach to interaction design involving the final users in an iterative design-evaluation process is important for exploring innovative user interfaces and for identification of problems in the early stages of the development cycle of a PHR.

Service Registry Design

2010 ◽  
Vol 2 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Luís Ferreira Pires ◽  
Arjen van Oostrum ◽  
Fons Wijnhoven
Keyword(s):  
User Satisfaction ◽  
Information Needs ◽  
Design Space ◽  
Service Oriented Architecture ◽  
Insurance Company ◽  
Business Professionals ◽  
Service Oriented ◽  
Technical Issues ◽  
Comprehensive Framework

A service registry is a Service-Oriented Architecture (SOA) component that keeps a ‘catalogue’ of available services. It stores service specifications so that these specifications can be found by potential users. Discussions on the design of service registries currently focus on technical issues, while service registries should take into consideration information needs of business domain users. In this regard, the authors consider service registries as information services and develop a comprehensive framework for designing service registries. This framework introduces aspects that determine a design space for service registries. In this design space, the authors identify views, requirements, processes, and means in the design of a service registry that supports the lifecycle information of a service. A vital part of these requirements is further implemented and demonstrated in a prototype built as a ‘proof-of-concept’ for the framework. This paper also discusses a case study used to evaluate the prototype. In this case study, a registry prototype has been populated with realistic services of a large insurance company, and 21 experienced IT and business professionals from a consultancy organization evaluated the prototype for its user satisfaction.

scholarly journals Perceived Quality in Sports Centers in Southern Spain: A Case Study

2019 ◽  
Vol 11 (14) ◽  
pp. 3983 ◽  
Author(s):  
Alfonso Castillo-Rodriguez ◽  
Wanesa Onetti-Onetti ◽  
José Luis Chinchilla-Minguet
Keyword(s):  
Customer Loyalty ◽  
User Satisfaction ◽  
Perceived Quality ◽  
Measuring Instruments ◽  
Level Of Satisfaction ◽  
Center Activity ◽  
Different Dimensions ◽  
The City

The aim of this study was to analyze the level of satisfaction in three municipal sports centers in the city of Malaga and to learn and analyze the characteristics of users older than 40 years of age in these centers. A total of 303 persons (123 men and 180 women) from three sports centers in the city of Malaga participated in this study (M = 58.14, SD = 7.16 years). The Evaluation of Perceived Quality in Sports Services test (CECASDEP) was used, and the results demonstrated that the different dimensions studied—sports center, activity space, locker rooms, program of activities, and trainer—were very positively correlated. The level of customer loyalty increased with user satisfaction and perceived quality of services as well as the age of the person. Users were also found to be more motivated to take part in physical activities due to greater satisfaction. The highest scores were given to the trainers, who played a key role in all three sports centers. In conclusion, we gathered important insights into perceived quality in different sports centers. This information can be used by sports managers to strengthen dimensions with lower scores and improve those with higher scores. In addition, the study confirms that the level of customer loyalty is related to the perceived quality scores. Therefore, the use of measuring instruments is recommended to optimize the quality of sports services.

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