USER SATISFACTION (US) MEASUREMENT

Comparative Study on DeLone and McLean, EUCS and EGOVSAT Model

Quistina Suriani Binti Mazlan

Master of Information Technology
Universiti Teknologi Mara (UiTM)
40450 Shah Alam, Selangor
nees_qty@yahoo.com

AbstractThis paper will focus on user satisfaction (US) because

it is a popular system evaluation construct now days. User
satisfaction can be measure using various type of indicator
measurement. Three methods used to measure user satisfaction
will be compared in this paper. The main purpose of this paper is
to overview the differences of each user satisfaction indicator.
Keywords- user satisfaction; DeLone and McLean Model,
EUCS Model, EGOVSAT Model

I.

INTRODUCTION

Many attentions have been given to the implementation of

information and communication technology in public and
private organizations. Understanding the significance of
information technology investment in organizations is
important because there are a lot of benefits that can be
achieved from deploying information technology. However,
because these systems are always advancing, they are very
costly. Therefore, to reduce their expenses, organizations must
identify the factors that influence the success of their
information systems. [8]
User satisfaction had been widely cited as a substitute
measure for success and effectiveness of a system. In the past,
researchers have investigated information, web site design,
fulfillment of users needs and support provided to end users as
contributors to user satisfaction [3]
The structure of this paper is organized as follows. In
section II, there will be literature review based on user
satisfaction. DeLone and McLean, EUCS and EGOVSAT
model are described in section III. Comparative study on the
models will be presented in section IV.
II.

system success. It also has been defined as users believe that

the information system meets their requirement.

B. User Satisfaction Measurements

Measuring IT success is a difficult task. User satisfaction is
a popular system evaluation construct. User satisfaction refers
to the successful interaction between the information itself and
its user. It has been used since 1980s until now [2].
According to Galetta & Lederer (1989), measuring users
satisfaction of information system would facilitate detecting
weaknesses and strength of a system form a users point of
view. In addition, users satisfaction measures how users view
their information system rather than the technical quality of
the system.[2]
To measure User Satisfaction (US), there are many different
measuring instruments such as: 1) Bailey and Pearson, 1983.
2) Baroudi and Orlikowski, 1988. 3) Doll and Torkzadeh,
1988. 4) Goodhue, 1988. 5) Ives, et al., 1983. 6) Jenkins and
Ricketts, 1979. 7) Doll et al., 1994. Srinivasan believes that
Jenkins and Ricketts 1979 approach that is well grounded in a
widely accepted theoretical model as the instruments to
measure user satisfaction.

III.

MODEL TO MEASURE USER SATISFACTION

A. DeLone and McLean Model

DeLone and McLean model, a research framework
was developed as shown in Figure 1. The framework shows
the relationship between organizational factors and four
Information System success dimension. Besides user
satisfaction, other measures of information system factors
include system quality, information quality, use, individual
impact and organizational impact.

LITERATURE REVIEW

A. User Satisfaction
User satisfaction has been the most widely used evaluation
concept in information system evaluation [1].User satisfaction
is a way to assess the users view of a system.
User satisfaction represents the users affective attitude
towards using the system. In combination with the actual use,
user satisfaction is principal in the evaluation of information

Figure 1: DeLone and McLean Model (1992)

System quality is concerned with whether there are or not

bugs in the system; consistency of the user interface; ease of
the use; response rate in the interactive system; documentation,
quality and sustainability of the program code. Information
quality is concerned with issues such as: timeliness, accuracy,
relevance and format of the information generated. Use
examines the use of information system and the extent of use
on the information system at specific user jobs. Individual
impact examines the effect of the information system on the
users performance. Organizational impact is concerned with
the influence on the information system on overall
organizational performance [6].

2) DeLone and McLean revisited their own model and

made minor modifications to it. They defined their
updated model dimension as: (seen figure 3)
a.

System quality

b.

Information quality

c.

Service quality

d.

Use

e.

User satisfaction

f.

Net benefits

The model have been modified, updated and adapted from

the complete and original model. Some of the models that have
been update are:
1) Model to test partial of DeLone and McLean,
proposed by Seddon and Kiew (1994) where model
factors of Information Quality, System Quality, Use
and User Satisfaction determine interrelation among
the factors. The developed model wasputusefulness
to replace use. System Importance has been added
to Delone and McLeans model to help explain
variations in users perception of Usefulness and User
satisfaction and the simultaneous in DeLone and
McLean model as figure 2.

Figure 3: updated DeLone and McLeans 2003 model.

B. EUSC Model
EUCS Model is the extension of End-User Computing
Satisfaction. It was developed by Doll and Torkzadeh in 1988
to measure the satisfaction of end-user who directly interact
with a specific application [8].
It defined user satisfaction as an emotional attitude
contained instrument item which comprised of 5 components
which are content, accuracy, format, ease of use and timeliness
as in figure 4 below.

Figure 2: Model developed by Seddon and Kiew (2007)

The result showed the three factors of information quality,
system quality
and usefulness were affected the user
satisfaction. The study was concluded usefulness is
appropriate usage-related measure of IS Success when the use
is mandatory while use quite strong empirical support for
DeLone and McLean's argument to be measure IS success
when such use is controlled.
In their study, information quality has been operationalized
by measure on accuracy, precision, currency, timeliness,
reliability, completeness, conciseness, format and relevance
while for system quality Convenience of access, flexibility,
integration and response time are measured.

Figure 4: EUCS Model (Doll and Torkzadeh, 1988)

C. EGOVSAT Model
The EGOVSAT model is based on the evaluation of
citizen base. The satisfaction model is presented in Figure 5
which formulated by Abhichandani et al. This model considers
emotional response of the users to be a dependent factor on
performance features of the digital government service
delivery.

citizens. All the construct use in EGOVSAT model has been

discussed according to system quality part and emotional part.
Utility construct examines whether the system is
usable or otherwise. Reliability construct examines whether
the system function appropriately in terms of technology as
well as the accuracy of the content. Efficiency construct
examines the accessibility and organization of the features and
information available in the system. For the customization
construct, it will examine customizability offered to the
customer in both access methods and information content.
Flexibility construct examines whether the websites provides
choice of ways to state a need and delivers dynamic
information.
IV.

COMPARATIVE STUDY

DeLone and McLean, EUCS and EGOVSAT have been

widely applied as user satisfaction measurement by related
research. All the above studies has been compared throughout
their methods and been studied on how the evaluation process
been done. The result for the most suitable method to be used
shall be DeLone and McLean model.

Figure 5: EGOVSAT Model (Abhichandani et al., 2006)

According
to
Horan,
Abhichandani
and
Rayalu(2006), EGOVSAT has been formulated with an aim to
provide a scale using which government-to citizen web-based
initiatives can be evaluated in terms of satisfaction derived by

Table 1 provides a summary of comparisons of different

types of user satisfaction measurements between DeLone and
McLean, EUCS and EGOVSAT model.

Model

DeLone and McLean

EUCS

EGOVSAT

Developed By

DeLone and Mclean

Doll and Torkzadeh

Abhichandani et al.

Year developed

1992

1988

2006

Construct/
Dimension used

recommendations

System
Quality
Information
Quality
Organizational
Impact
Individual
Impact
Satisfaction
Use

Content
Accuracy
Format
Ease of use
Timeliness

1) Performance
Utility
Reliability
Efficiency
Customization
Flexibility
2) Emotional
satisfaction

Refer overall satisfaction

confounded components and
factors linked to the
satisfaction

To measure the satisfaction of endusers who directly interact with a

specific applications

To measure user satisfaction

on e-government system and
focused on citizen centric
approach

Table 1: Different type of user satisfaction measurements

CONCLUSION

The user satisfaction measurements have different construct

and they provide different methods of the way to measure the
user satisfaction. Organizations can choose the best suitable
model to measure user satisfaction based on the constructs that
presented in every each of model.

[4]

[5]

[6]

REFERENCES
[7]
[1]

[2]

[3]

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pp.60-95
Galetta, D.F., Lederer, A.L.(1989). Some cautions on the measurement
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[8]

[9]

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