The measurement of user satisfaction with question answering systems

Authors:
Chorng-Shyong Ong;Min-Yuh Day;Wen-Lian Hsu
Affiliations:
Department of Information Management, National Taiwan University, No. 50, Lane 144, Sec. 4, Keelung Road, Taipei 106, Taiwan;Department of Information Management, National Taiwan University, No. 50, Lane 144, Sec. 4, Keelung Road, Taipei 106, Taiwan and Institute of Information Science, Academia Sinica, 128 Academia Roa ...;Institute of Information Science, Academia Sinica, 128 Academia Road, Sec. 2, Nankang, Taipei 115, Taiwan
Venue:
Information and Management
Year:
2009

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Abstract

Question Answering Systems (QAS) are receiving increasing attention from IS researchers, particularly those in the information retrieval and natural language processing communities. Evaluation of an IS's success and user satisfaction are important issues, especially for emerging online service systems using the Internet. Although many QAS have been implemented, little work has been done on the development of an evaluation model for them. Our purpose was to develop a validated instrument to measure user satisfaction with QAS (USQAS). The proposed validated instrument was intended as a reference for the design of QAS from a user's perspective.