MEASURING SATISFACTION WITH STANDARD SURVEY INSTRUMENTS AND SINGLE-BUTTON RESPONSES ON KIOSKS

摘要

User satisfaction with a technology is an essential usability metric. Unlike efficiency and effectiveness,which are generally recorded during use, satisfaction is often measured subsequently using questionnaires,such as the modified version of the system usability scale (MSUS). This makes satisfaction the most costlyusability measure to acquire in large-scale testing. To mitigate this cost, we compared the performance of afour-button kiosk with a standard SUS instrument for measuring satisfaction. Three hundred and fifty fourdemographically diverse subjects used the kiosk and completed a SUS questionnaire immediately afterusing one of two different alternative technologies. Kiosk ratings took only 11.43 (sd = 7.30) seconds onaverage to collect, much faster than 1200 seconds on average for the SUS. Kiosk ratings and MSUS scoreswere strongly correlated (r = 0.62, p < .005), showing the same pattern of differences between the testedtechnologies. However, the index of dispersion for kiosk ratings was 71.74% larger than for MSUS scores.We conclude that satisfaction kiosks are a cost-effective alternative for measuring satisfaction in usabilitystudies with large sample sizes.