Measurement of stress to gauge user satisfaction with features of the computer interface
Titel:
Measurement of stress to gauge user satisfaction with features of the computer interface
Auteur:
Mullins, Paul M. Treu, Siegfried
Verschenen in:
Behaviour & information technology
Paginering:
Jaargang 10 (1991) nr. 4 pagina's 325-343
Jaar:
1991-07-01
Inhoud:
Human stress in a computer-related job situation can result from a variety of causes. A comprehensive cause-and-effect model is developed, using extensive confirmation from the literature. Then, the components of user satisfaction are defined and a conceptual measure of user satisfaction is constructed. These definitions use the same cause-and-effect relationships that were identified for user stress. Based on the conjecture that stress, or lack thereof, is an appropriate indicator of the user's level of (dis)satisfaction with a system, a measurement methodology is proposed. It is intended to determine both how satisfied a user is with an interface and what the causes of (dis)satisfaction might be. Techniques for obtaining objective indicators of the user's stress levels are surveyed. A general experimental procedure is outlined and its verification is described. The methodology is considered to be particularly important for application to critical, high-pressure jobs, such as those in air traffic control and in the n,uclear and chemical industries.
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