Conceptualizing user satisfaction in the ubiquitous computing era

In this research-in-progress paper we argue that technology in the ubiquitous computing era offers experiences to users that extend well beyond the functional, practical applications offered in the world of work. In this era a realm of engagement is opening up to the individual that transcends the utilitarian, to encompass hedonic and social existence. Our central argument, therefore, is that user satisfaction is a notion which must extend to encompass rich, holistic human experience involving complex and fleeting interactions, driven by highly personal circumstances. We argue that the expectations, requirements and value perceptions of individuals in this dynamic context may only be anticipated and understood if situational factors (such as location, time, context, history-of-use) and quality of life factors (such as life stage, mobility, health, income, background, education) are taken into account. We identify the fundamental differences in key characteristics of user satisfaction between the traditional and ubiquitous computing environments and provide details about our own research approach, in which we are exploring ubiquitous content provision from the perspective of content providers.

Contextual influences on user satisfaction with mobile computing : findings from two healthcare organizations

Mobile information technologies (IT) are transforming individual work practices and organizations. These devices are extending not only the boundaries of the ‘office’ in space and time, but also the social context within which use occurs. In this paper, we investigate how extra-organizational influences can impact user satisfaction with mobile systems. The findings from our longitudinal study highlight the interrelatedness of different use contexts and their importance in perceptions of user satisfaction. The data indicate that varying social contexts of individual use (individual as employee, as professional, as private user, and as member of society) result in different social influences that affect the individual’s perceptions of user satisfaction with the mobile technology. While existing theories explain user satisfaction with IT within the organizational context, our findings suggest that future studies of mobile IT in organizations should accommodate such extra-organizational contextual influences.

The Renal Treatment Satisfaction Questionnaire (RTSQ): a measure of satisfaction with treatment for chronic kidney failure.

BACKGROUND: Quality and effectiveness of care can be enhanced through the use of condition-specific measures of satisfaction with treatment. The aim of the present study was to design and develop a measure of satisfaction with treatment for patients with chronic kidney failure (CKF) for use in routine clinical care and clinical trials. The Renal Treatment Satisfaction Questionnaire (RTSQ) was designed to be suitable for people using any of the various treatment modalities for CKF. Items measure satisfaction with aspects of treatment, including convenience, flexibility, freedom, and satisfaction to continue with present form of treatment.

METHODS: A 12-item RTSQ was investigated at a UK hospital-based renal unit, using data from 140 outpatients undergoing renal replacement therapy (hemodialysis, n = 35; continuous ambulatory peritoneal dialysis, n = 57; transplantation, n = 46).

RESULTS: An 11-item scale was developed from the original 12-item version, with a single factor accounting for 59% of the variance and item loadings greater than 0.58. Scale reliability was excellent (alpha = 0.93) in the full sample and proved robust to analysis in separate treatment subgroups. As expected, RTSQ scores differed significantly ( P < 0.0001) between the transplantation and other treatment groups. Those who had received a transplant expressed greater overall satisfaction, with specific advantages of transplantation shown by all individual items, including convenience, time, lifestyle, freedom, and satisfaction to continue current treatment.

CONCLUSION: The RTSQ provides a brief reliable measure of satisfaction with treatment for patients with CKF that is suitable for use in routine clinical care and clinical trials.