La satisfacción del usuario: un concepto en alza

Article · January 2000with20 Reads
Source: OAI
Abstract

En los últimos años un concepto ha adquirido una notable importancia tanto en el ámbito de los servicios como de las unidades de información, la satisfacción de los usuarios. Nuestro interés en el tema ha suscitado el intento de ayudar a la definición de su marco teórico, para lo cual: presentamos algunos de los aspectos que lo configuran, entre los que destacamos la interesante aportación de la investigadora Rachel Applegate, así como algunos ejemplos de estudios que al respecto del mismo se han efectuado

    • "@BULLET Subjective Norms (SN), it refers to the perception that a person has about the people who they consider important (called "reference"), and the consideration that they should or should not take part in an specific action [34]. @BULLET User satisfaction (S), in the context under study, user satisfaction is the extent to which the elearning system meets their information requirements [35]. The relationship between the four external variables presented and PU -PEOU as well as the framework of this study are presented in Fig. 2. The hypotheses are presented below: 2396 @BULLET H1.1, H2.1, H3.1, H5.1: PU is positively influenced by TS, CSE, PEOU and SN. "
    Full-text · Dataset · Apr 2016
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    • "@BULLET Subjective Norms (SN), it refers to the perception that a person has about the people who they consider important (called "reference"), and the consideration that they should or should not take part in an specific action [34]. @BULLET User satisfaction (S), in the context under study, user satisfaction is the extent to which the elearning system meets their information requirements [35]. The relationship between the four external variables presented and PU -PEOU as well as the framework of this study are presented in Fig. 2. The hypotheses are presented below: 2396 @BULLET H1.1, H2.1, H3.1, H5.1: PU is positively influenced by TS, CSE, PEOU and SN. "
    [Show abstract] [Hide abstract] ABSTRACT: (http://library.iated.org/view/RAMIREZANORMALIZA2015EVA) The e-learning information systems are widely used in universities to improve their courses, although this does not always achieve the objective of facilitating the teaching-learning process, there are several factors that avoid it. The aim of this study was to adapt a research model that describes the behaviour of use and the intended use of e-learning systems in Ecuador students, based on the Technology Acceptance Model (TAM) developed by Fred Davis. A self-report questionnaire was designed to examine the student's acceptance and attitude towards e-learning system. Data from 263 undergraduate and graduate students were collected in a University of Ecuador. The model is composed of eight constructs, namely, technical support, computer self-efficacy, subjective norms, satisfaction, perceived usefulness, perceived ease of use, intention to use the system and use the system. The model was estimated using structural equation modelling (SEM), for which the software was used R. It was found that the technical support and computer self-efficacy served as the two anchors of significant perception of fundamental constructs in TAM. Satisfaction became the sole determining factor in predicting use, while subjective norms were significant to the prediction of intention to use e-learning system. Overall, subjective norms, computer self-efficacy and perceived ease of use were able to explain the most variation observed in the intention of the students to use e-learning system.
    Full-text · Conference Paper · Nov 2015
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    • "Authors such as Ives, Olson e Baroudi. (1983), DeLone e McLean (1992), Rey Martin (2000) e Melone (1990), privileged in this review, have conducted surveys of the scientific literature on information success and user satisfaction. "
    [Show abstract] [Hide abstract] ABSTRACT: This research study proposes an instrument and a method for measuring the satisfaction of users of digital libraries of e-journals. The satisfaction questionnaire has questions on an eight point Lickert Scale about the various factors, which affect the satisfaction of the user of the digital library. These questions which were fundamented on user studies of digital libraries, on the literature of computer science and administration of information systems, included general questions on the satisfaction of the users; and satisfaction with specific aspects of the quality and the content of the system. Satisfaction with the quality of the system included questions on the search resources, the usability (ease of use, flexibility. readability, organization of information and sequence of the screens), and the access to the system (ease of access and speed). Satisfaction with the contents of the system included questions about the number of journals, their quality, their relevance, chronological coverage, up-todatedness, reliability and availability of full text). A method was developed, adapted from Bailey e Pearson (1983), who defined satisfaction as the sum of the user’s, positive or negative reaction to a set of factors. The method not only makes it easier to compare satisfaction among different areas of knowledge or among different categories of factors but also allows the normalization of results to neutralize the impact to null responses. The method was demonstrated verifying the degree of satisfaction of engineering faculty who were users of the Brazilian Capes Portal of E-Journals. The population studied came from 17 federal universities from all 5 geographic regions of Brazil. Data was collected by mean of a web-survey answered by 544 engineering faculty. Further research and improvements in the method proposed are suggested.
    Full-text · Article · Mar 2015
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