Human-Computer Interaction: Ergonomics and User Interfaces - Vol. 1

By Hans-Jörg Bullinger; Jürgen Ziegler | Go to book overview

User Satisfaction Measurement Methodologies:
Extending the User Satisfaction Questionnaire

Gerard Hollemans
Philips Research N.V.1


1
Introduction

As usability is no longer a relatively unimportant add-on to consumer electronics products, attention is paid to the ease-of-use during the development of these products. As a consequence, testing for usability is becoming more and more important. Unlike for software, however, tools to assess the usability for consumer electronics products as perceived by the user are rare. A need was felt to construct a measurement instrument for subjective usability, i.e. usability as perceived by the user for the consumer electronics products specifically.

Since the measurement instrument is to be used in the development process in industry, the data delivered by the measurement instrument have to be formative, reusable and comparable over different usability test situations at low cost and high speed. A questionnaire was chosen as type of instrument. It was named the User Satisfaction Questionnaire (USQ).

In this paper the theoretical framework underlying the USQ is described and problematic aspects of the methodological model underlying the development of the USQ are discussed and possible solutions are suggested. Finally, a technique used for the administration the USQ is presented.


2
The theoretical framework underlying the USQ

A theoretical framework for the USQ is needed to guide the construction, selection and modification of items and the interpretation of the data resulting

____________________
1
Part of the work described here was done at IPO, Center for Research on UserSystem Interaction that is part of the Eindhoven University of Technology.

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