A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument

The dimensionality of the user satisfaction construct is an important theoretical issue that has received considerable attention. Focusing on end users who directly interact with application software, Doll and Torkzadeah (1988) develop a 12-item application specific instrument for providing an overall assessment of end-user computing satisfaction (EUCS). They also contend that EUCS is comprised of five component measures (content, accuracy, format, ease of use, timeliness) that explain the construct and permit more precision in formulating and testing research hypotheses. The acceptance of the EUCS as a standardized instrument requires confirmation that it explains and measures the user satisfaction construct. Based on a sample of 409 respondents from 18 organizations, this research uses confirmatory factor analysis (LISREL) to test alternative models of underlying factor structure and assess the reliability and validity of factors and items. Without respecifying the model, the results provide some support for Doll and Torkzadeh's proposed model of the five first-order factors and one second-order (higher-order) factor. Thus the evidence supports the use of: (1) the 12-item instrument as an overall measure of EUCS; and (2) the five component factors for explaining the EUCS construct.