24-08-2013, 04:56 PM
IMPROVING USER SATISFACTION: THE QUESTIONNAIRE FOR USER INTERACTION SATISFACTION VERSION 5.5
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ABSTRACT
The Questionnaire for User Interaction Satisfaction(QUIS) is a usability testing tool
designed to gauge computer user's subjective satisfaction with the computer interface.
The QUIS contains a demographic questionnaire, an overall measure of satisfaction, and
measures of user satisfaction in four specific interface aspects (screen factors,
terminology and system feedback, learning factors, and system capabilities). The current
study establishes some normal values for QUIS evaluations. Undergraduate students
attending one of six classes in the AT&T Teaching Theater evaluated their experiences
using a variety of software packages in the course of one semester. A new version of the
on-line QUIS 5.5 ran in the Teaching Theater's WindowsTM 3.1 environment and
collected the students satisfaction data. The on-line version of the QUIS and the results it
yielded are discussed.
INTRODUCTION
The QUIS
The Questionnaire for User Interaction Satisfaction (QUIS) is a tool developed by a
multi-disciplinary team of researchers in the Human / Computer Interaction Lab (HCIL)
at UMCP (Chin, Diehl, & Norman, 1988). The QUIS was designed to assess user's
subjective satisfaction with specific aspects of the human/computer interface. Previous
efforts to build tools for evaluating the human /computer interface suffered from
validation, reliability, and standardization problems (Ives, Olson, & Baroudi, 1983). The
QUIS team successfully addressed these problems, creating a measure that is highly
reliable across many types of interfaces.
The QUIS is currently licensed to 76 sites. Approximately 44% of these are
commercial/industrial users, 32% are international education and research users, and
24% are domestic education and research users. Most sites use the QUIS in conjunction
with a usability testing lab.
METHOD
Subjects
Students (55 males and 48 females with an average age of 26 years) completed the
QUIS at the conclusion of a 12 week course in one of six courses offered in the teaching
theater. Each course was taught by a different instructor on a different subject often
using different software in the classroom.
RESULTS
Summary data for each question in the short version of QUIS 5.5 are presented in
Table 1. Each of the six general satisfaction questions, and 22 specific questions are
listed by question number.