Section II: User Satisfaction

A set of six items derived from Lewis’ (1995) Computer System Usability Questionnaire (CSUQ) was used to assess user satisfaction. The six items asked users to assess (a) how effectively s/he could complete work using Greenstone; (b) how efficiently s/he could complete work using Greenstone; (c) whether Greenstone is difficult to learn to use; (d) whether the GLI interface enhances his/her ability to use Greenstone; (e) whether Greenstone has all the functions and capabilities s/he expects; and (f) overall satisfaction with Greenstone. All of these items are related to overall user satisfaction with system usability. The first three items listed above (a-c) are related to system usefulness; and the latter three (d-f) to interface quality (Lewis).

The CSUQ as designed and tested by Lewis (1995) consisted of 19 items. Some of the items were not applicable in the context of the Greenstone Survey. Additionally, the use of a great number of items from the CSUQ would have added to the Survey length substantially, which was deemed too cumbersome for respondents and not necessary in the context of the goals of this survey. Therefore, we selected a subset of CSUQ items that addressed the most salient aspects of user satisfaction in the context of this study. A limitation of this approach is that the degree to which the selected subset of items measures user satisfaction has not been tested empirically.

In addition to the items presented here, two questions asked respondents to identify (in a free text response format) the most negative and most positive aspects of Greenstone. A summary of the data collected from these two questions is not presented here at this time. We plan to make this information available in the future on this website.



SET DIRECTIVE: Please indicate how strongly you agree or disagree with each statement below.


Q1. System usefulness (a)

Statement: I can EFFECTIVELY complete my work using Greenstone.
Total number of responses (N) = 99.

Level of Agreement Freq. Percent
Strongly Agree 22 22.2%
Agree 42 42.4%
Somewhat Agree 15 15.2%
Neutral 12 12.1%
Somewhat Disagree 3 3.0%
Disagree 3 3.0%
Strongly Disagree 2 2.0%



Bar Chart: Level of agreement with the statement "I can EFFECTIVELY complete my work using Greenstone".


Q2. System usefulness (b)

Statement: I can EFFICIENTLY complete my work using Greenstone.
Total number of responses (N) = 95.

Level of Agreement Freq. Percent
Strongly Agree 16 16.8%
Agree 40 42.1%
Somewhat Agree 19 20.0%
Neutral 10 10.5%
Somewhat Disagree 5 5.3%
Disagree 3 3.2%
Strongly Disagree 2 2.1%



Bar Graph: Level of agreement with the statement " I can EFFICIENTLY complete my work using Greenstone".

Q3. System usefulness (c)

Statement: Greenstone is difficult to learn to use.
NOTE: Polarity reversal so that to agree is a negative assessment of system usability.
Total number of responses (N) = 94.

Level of Agreement Freq. Percent
Strongly Agree 9 9.6%
Agree 10 10.6%
Somewhat Agree 18 19.1%
Neutral 11 11.7%
Somewhat Disagree 17 18.1%
Disagree 20 21.3%
Strongly Disagree 9 9.6%



Bar Chart: Level of agreement with the statement "Greenstone is difficult to learn to use".

Q4. Interface quality (d)

Statement: The Greenstone GLI interface enhances my ability to use Greenstone.
Total number of responses (N) = 96.

Level of Agreement Freq. Percent
Strongly Agree 22 22.9%
Agree 28 29.2%
Somewhat Agree 16 16.7%
Neutral 15 15.6%
Somewhat Disagree 6 6.3%
Disagree 5 5.2%
Strongly Disagree 4 4.2%



Bar Chart: Level of agreement with the statement "The Greenstone GLI interface enhances my ability to use Greenstone".

Q5. Interface quality (e)

Statement: Greenstone has all the functions and capabilities I expect it to have.
Total number of responses (N) = 98.

Level of Agreement Freq. Percent
Strongly Agree 4 4.1%
Agree 28 28.6%
Somewhat Agree 23 23.5%
Neutral 14 14.3%
Somewhat Disagree 17 17.3%
Disagree 10 10.2%
Strongly Disagree 2 2.0%



Bar Chart: Level of agreement with the statement "Greenstone has all the functions and capabilities I expect it to have".

Q6. Interface quality (f)

Statement: Overall, I am satisfied with Greenstone.
Total number of responses (N) = 99.

Level of Agreement Freq. Percent
Strongly Agree 16 16.2%
Agree 45 45.5%
Somewhat Agree 11 11.1%
Neutral 12 12.1%
Somewhat Disagree 9 9.1%
Disagree 2 2.0%
Strongly Disagree 4 4.0%



Bar Chart: Level of agreement with the statement "Overall, I am satisfied with Greenstone".



Reference

Lewis, J.R. (1995). IBM computer usability satisfaction questionnaires: Psychometric evaluation and instructions for use. International Journal of Human-Computer Interaction, 7(1), 57-78.

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