Intranet satisfaction questionnaire: Development and validationof a questionnaire to measure user satisfaction with the Intranet

Authors:
Javier A. Bargas-Avila;Jonas Lötscher;Sébastien Orsini;Klaus Opwis
Affiliations:
University of Basel, Faculty of Psychology, Department of Cognitive Psychology and Methodology, Missionsstrasse 62a, 4055 Basel, Switzerland;University of Basel, Faculty of Psychology, Department of Cognitive Psychology and Methodology, Missionsstrasse 62a, 4055 Basel, Switzerland;University of Basel, Faculty of Psychology, Department of Cognitive Psychology and Methodology, Missionsstrasse 62a, 4055 Basel, Switzerland;University of Basel, Faculty of Psychology, Department of Cognitive Psychology and Methodology, Missionsstrasse 62a, 4055 Basel, Switzerland
Venue:
Computers in Human Behavior
Year:
2009

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Abstract

In recent years, Intranets have become increasingly important to their companies. Substantial investments have been made to provide crucial information and workflows to employees. In this context the question of quality assurance arises: how can user satisfaction with the Intranet be measured? This article presents the development of a questionnaire to measure user satisfaction with the Intranet. After a first validation of the instrument (18 items) in an international insurance company (N"1=881), a final set of 13 items remained. These were tested with the Intranet of a national retail company (N"2=1350). The final version showed a high internal consistency (Cronbach @a) of .89, good item difficulties (.36-.73) and discriminatory power coefficients (.48-.73), as well as a moderate average homogeneity of .44. An exploratory factor analysis revealed two factors, ''Content Quality'' and ''Intranet Usability'', explaining 56.54% of the variance. Meanwhile, the survey was translated into 10 languages: Chinese, English, French, German, Italian, Japanese, Portuguese, Russian, Slovenian, and Spanish.