Louis Raymond, "Organizational Characteristics and MIS Success in the Context of Small Business ", MIS Quarterly, Mar, 1985, vol 9, no 1, p. 37-52.
INTRODUCTORY EXPLANATION
The "user information satisfaction" construct is measured by items
1-20.
The "level of system utilization" is measured by item 21.
"Global user satisfaction" is measure by item 22.
[The original French version of this instrument is also available.]
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QUESTIONNAIRE
FOR A COMPUTER-BASED SYSTEM USER
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-PLEASE DO NOT WRITE YOUR NAME ON THE QUESTIONNAIRE; YOUR ANSWERS
WILL BE COMPILED AND ANALYZED STATISTICALLY.
-YOUR RESPONSES WILL BE STRICTLY CONFIDENTIAL.
-IT IS IMPORTANT THAT YOU ANSWER ALL THE QUESTIONS.
Note: Computer-based support includes the following: in-house computer,
timesharing, service bureau, access to a remote computer, use of
computer-generated reports. If your organization has no available
computer-based support, check the box below and return the
questionnaire unanswered:
__
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The purpose of this study is to measure how you feel about certain
aspects of the computer-based information products and services that are
provided to you in your present position. On the following pages you
will find different factors, each related to some aspect of your
computer-based support. You are to rate each factor on the 2 scales
that follow it.
The scale positions are defined as follows:
adjective A : ____ : ____ : ____ : ____ : ____ : ____ : ____ : adjective B
(positive) (1) (2) (3) (4) (5) (6) (7) (negative)
(1) extremely A (5) slightly B
(2) quite A (6) quite B
(3) slightly A (7) extremely B
(4) neither A or B; equally A or B; does not apply
The following example illustrates the scale positions and their meanings:
My vacation in the Bahamas was:
wonderful : ____ : __X_ : ____ : ____ : ____ : ____ : ____ : terrible
cheap : __X_ : ____ : ____ : ____ : ____ : ____ : ____ : costly
According to the responses, the person's vacation was quite wonderful
and extremely cheap.
INSTRUCTIONS
1. Check each scale in the position that describes your evaluation of
the factor being judged.
2. Check both scales for each factor; do not omit any.
3. Check only one position for each scale.
[The above line should be underlined]
This (Not This)
4. Check in the space, not between spaces. :_X_: :__: X :__:
5. Work rapidly, relying on your first impressions.
ANSWER BASED ON YOUR OWN FEELINGS.
6. Please also answer the general information questions at the end of
the questionnaire. You can also express any personal comment on the
last page of the questionnaire.
Thank you very much for your cooperation. Please return this booklet
via the enclosed envelope.
1. Relationship with the EDP staff.*
good :____: :____: :____: :____: :____: :____: :____: bad
cooperative :____: :____: :____: :____: :____: :____: :____: uncooperative
* EDP staff: internal, vendor and/or service bureau employees who develop,
implement, modify and operate the computer-based system.
2. Processing of requests for changes to existing system.
fast :____: :____: :____: :____: :____: :____: :____: slow
flexible :____: :____: :____: :____: :____: :____: :____: rigid
3. Timeliness of output information.
time :____: :____: :____: :____: :____: :____: :____: untimely
reasonable :____: :____: :____: :____: :____: :____: :____: unreasonable
4. Vendor support of hardware and software.
timely :____: :____: :____: :____: :____: :____: :____: bungling
sufficient :____: :____: :____: :____: :____: :____: :____: insufficient
5. Degree of EDP training provided to users.
complete :____: :____: :____: :____: :____: :____: :____: incomplete
sufficient :____: :____: :____: :____: :____: :____: :____: insufficient
6. Users' understanding of system.
high :____: :____: :____: :____: :____: :____: :____: low
sufficient :____: :____: :____: :____: :____: :____: :____: insufficient
7. Users' feeling of participation.
positive :____: :____: :____: :____: :____: :____: :____: negative
encouraged :____: :____: :____: :____: :____: :____: :____: repelled
8. Currency (up-to-datedness) of output information.
timely :____: :____: :____: :____: :____: :____: :____: untimely
sufficient :____: :____: :____: :____: :____: :____: :____: insufficient
9. Attitude of the EDP staff.
cooperative :____: :____: :____: :____: :____: :____: :____: belligerent
positive :____: :____: :____: :____: :____: :____: :____: negative
10. Reliability of output information.
consistent :____: :____: :____: :____: :____: :____: :____: inconsistent
high :____: :____: :____: :____: :____: :____: :____: low
11. Top management support for the system.
strong :____: :____: :____: :____: :____: :____: :____: weak
consistent :____: :____: :____: :____: :____: :____: :____: inconsistent
12. Response/turnaround time.
good :____: :____: :____: :____: :____: :____: :____: bad
reasonable :____: :____: :____: :____: :____: :____: :____: unreasonable
13. Convenience of access (to utilize the computer capability).
convenient :____: :____: :____: :____: :____: :____: :____: inconvenient
good :____: :____: :____: :____: :____: :____: :____: bad
14. Relevancy of output information (to intended function).
useful :____: :____: :____: :____: :____: :____: :____: useless
relevant :____: :____: :____: :____: :____: :____: :____: irrelevant
15. Accuracy of output information.
accurate :____: :____: :____: :____: :____: :____: :____: inaccurate
high :____: :____: :____: :____: :____: :____: :____: low
16. Precision of output information.
sufficient :____: :____: :____: :____: :____: :____: :____: insufficient
high :____: :____: :____: :____: :____: :____: :____: low
17. Communication with the EDP staff.
precise :____: :____: :____: :____: :____: :____: :____: vague
meaningful :____: :____: :____: :____: :____: :____: :____: meaningless
18. Time required for new systems development.
reasonable :____: :____: :____: :____: :____: :____: :____: unreasonable
acceptable :____: :____: :____: :____: :____: :____: :____: unacceptable
19. Completeness of output information.
sufficient :____: :____: :____: :____: :____: :____: :____: insufficient
adequate :____: :____: :____: :____: :____: :____: :____: inadequate
20. Technical competence of the EDP staff.
current :____: :____: :____: :____: :____: :____: :____: obsolete
superior :____: :____: :____: :____: :____: :____: :____: inferior
21. My level of usage of the system is:
frequent :____: :____: :____: :____: :____: :____: :____: infrequent
regular :____: :____: :____: :____: :____: :____: :____: sporadic
22. My global satisfaction with the system is:
high :____: :____: :____: :____: :____: :____: :____: low
[The following questions are not part of the constructs being measured,
however significant correlation were identified between the constructs
and some of these variables.]
GENERAL INFORMATION ON THE USER
1. Age: ____________
2. Level of Schooling:
______ High School or Less ______ Masters
______ College ______ Doctorate
______ Bachelors
3. Present Function: ______________________________________
4. Specialization:
______ General ______ Finance, Accounting
______ Marketing, Sales, Advertising ______ Other (specify)
5. Present level in the firm: _______
(Level 1: President/Director
Level 2: Employee under supervision of Level 1
Level 3: Employee under supervision of Level 2, etc.)
6. Number of years in present position: ______
7. Number of years with present firm: ______
8. Number of years with management experience: ______
9. Number of years experience as a computer-based system user: ______
10. Check from the following statements the ones that apply to your
present usage of the system.
______ I use printed reports provided by the system.
______ I use a terminal to interrogate the system.
______ I use graphical outputs provided by the system.
GENERAL INFORMATION ON THE FIRM
1. Number of employees: ___________________
2. Type of firm:
_______ Manufacturing ______Commercial (wholesale)
_______ Service ______Commercial (retail)
3. Administrative Region:
_____ 01 [Ten areas listed] _____ 02
_____ 03 with various degrees _____ 04
_____ 05 of remoteness from _____ 06
_____ 07 a main population _____ 08
_____ 09 centre] _____ 10
INFORMATION ON THE CHARACTERISTICS OF THE SYSTEM.
(If necessary, you can consult other persons to obtain this information).
4. Number of years of computer usage by your firm: ______
5. Type of processing:
______ In-house
______ Service bureau
______ Satellite
6. If your firm employs its own EDP staff:
______ number of computer analysts
______ number of data entry personnel
______ number of operators
______ number of data entry personnel
employed by your firm
7. Check the computer-based applications presently implemented by
your firm:
______ Payroll/Receivables ______ Payables/Billing
______ General Ledger ______ Sales Analysis
______ Inventory ______ Cost Accounting
______ Forecasting ______ Budgeting
______ Personnel ______ Order Entry
______ Purchasing ______ Production Scheduling
______ Word Processing ______ Production Control
______ Other (specify) _____________________________________________
8. Among these applications, how many have been developed by your
own staff? _________
9. Title of the employee responsible for the system? __________________
10. Title of the superior of this employee? ___________________________
COMMENTS
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[Survey Number]
_______________
This number permits sample comparisons by demographic characteristics.