The Computer User Satisfaction Questionnaire and Its Reduced Version, The User Information Satisfact
Bailey and Pearson’s (1983) 39‑Factor Computer User Satisfaction (CUS) questionnaire and its derivative, the User Information Satisfaction (UIS) short-form of Baroudi, Olson and Ives are typical of instruments which one might term as 'factor-based'. They consist of lists of factors, each of which the respondent is asked to rate on one or more multiple point scales. Bailey and Pearson’s CUS asked for five ratings for each of 39 factors. The first four scales were for quality ratings and the fifth was an importance rating. From the fifth rating of each factor, they found that their sample of users rated as most important: accuracy, reliability, timeliness, relevancy and confidence in the system. The factors of least importance were found to be feelings of control, volume of output, vendor support, degree of training, and organisational position of EDP (the electronic data processing, or computing department). However, the CUS requires 39 x 5 = 195 individual seven‑point scale responses. Ives, Olson and Baroudi (1983), amongst others, thought that so many responses could result in errors of attrition. This means, the respondent's failure to return the questionnaire or the increasing carelessness of the respondent as they fill in a long form. In psychometrics, such errors not only result in reduced sample sizes but can also distort the results, as those who return long questionnaires, properly completed, may have differing psychological traits from those who do not. Ives, et al. thus developed the UIS. This only requires the respondent to rate 13 factors, and so remains in significant use at the present time. Two seven‑point scales are provided per factor (each for a quality), requiring 26 individual responses in all. But in a recent article, Islam, Mervi and Käköla (2010) argued that it is difficult to measure user satisfaction in the industry settings as the response rate often remain low. Thus, a simpler version of user satisfaction measurement instrument is necessary.
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