Evaluating user satisfaction of an interactive computer program

A methodology for evaluating user satisfaction with interactive software tools is described. The methodology centers around the development of a survey questionnaire to be filled out by the users. This is an extension of the approach used by J.E. Bailey and S.W. Pearson (Manage. Sci., vol.29, no.5, p.530-44, May 1983). The application of this methodology to developing a specific questionnaire for evaluating both commercial and internally developed CASE (computer-aided software engineering) tools is described. The results are analyzed both to show an example of the information available from the questionnaire and to validate the questionnaire as a relevant data-gathering mechanism