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出版Faculté des sciences de l'administration de l'Université Laval, Direction de la recherche, 1998
ISBN28952405829782895240587
URLhttp://books.google.com.hk/books?id=90_fSgAACAAJ&hl=&source=gbs_api
註釋The role of the IS department has changed considerably during the last decade. With IS having a much broader impact on organizational effectiveness and strategy, many more IS departments are required to justify their role and to adopt a customer based approach to serving the users in the organization. Evaluating the quality of their services and measuring user satisfaction is becoming more and more common practice. Although some validated instruments have been available to measure user satisfaction, they have been limited in the flexibility they provide to fit an organization's specific measurement needs. IS departments or organizations can certainly use the previously developed instruments as a starting point for developing their own tools, but they will also need to define their evaluation objectives, who they want to survey, when they want to survey, about what, etc. The conceptual frameworks that evolved from the "user satisfaction" stream of research can provide a valuable guideline for this exercise. The objective of this paper is twofold : First, to illustrate, with a case, the variety of instruments used in an organizational setting. Secondly, we show how the previously developed theories and frameworks can still be used as a guide to evaluate an organization's user satisfaction measurement strategies and instruments.