Measuring user satisfaction with a library system according to ISO/IEC TR 9126‐4

Abstract

Purpose

The primary goal of this paper was to find out how task effectiveness, completion, efficiency and task time affect the general user satisfaction with a specific software product, and which factors, mentioned above, have the biggest effect on user satisfaction. The secondary goal of this examination was to try out how the metrics of ISO/IEC TR 9126‐4 standard can be applied for measuring quality in use of the software product in a real library environment.

Design/methodology/approach

This study introduces the results of research which focused on the measurement of user satisfaction using ISO/IEC TR 9126‐4. Data of the examination was gained from the logfiles of Web OPAC used at the University and National Library of University of Debrecen. Based on this data the study was seeking the relation between quality of task solution with the software product and user satisfaction. To carry out the examinations the University and National Library of University of Debrecen permitted access of its Web OPAC with four unique URL numbers. In this way it was possible to separate the logfiles of participants in the examination from those of other library users and analyse each separately. Measuring users' effectiveness, completion and efficiency was based on the relevant metrics of ISO/IEC TR 9126‐4‐ Quality in use metrics standard. The study measured the satisfaction after using the software with the questionnaire.

Findings

The study could not assess every potential user satisfaction influential factor, but focused on gaining data from log‐files, and converted them into metrics according to the ISO/IEC TR 9126‐4 standard. Of the examined factors, the effectiveness of task solution had the greatest influence on user satisfaction: among the four detailed factors effectiveness‐satisfaction variables, it possessed the highest calculated correlation coefficient value. Another important statement of this study was that during the satisfaction examinations it was necessary to be attentive to the satisfaction structure of well definable user groups, who used library information systems, and who showed special features.

Originality/value

Measuring user's effectiveness, completion and efficiency was based on the relevant metrics of ISO/IEC TR 9126‐4‐ Quality in use metrics standard.

Citation

Borbely, M. (2011), "Measuring user satisfaction with a library system according to ISO/IEC TR 9126‐4", Performance Measurement and Metrics, Vol. 12 No. 3, pp. 157-171. https://doi.org/10.1108/14678041111196640