Validating an End-User Computing Satisfaction Instrument: A Confirmatory Factor Analysis Approach Using International Data

ABSTRACT This study evaluates the construct validity of an end-user computing satisfaction scale in the context of the Korean culture. The structure and dimensionality, reliability and validity of an end-user computing satisfaction (EUCS) instrument were cross-validated using data obtained from 108 managers of Korean firms in the context of the end-user satisfaction with their office information system. The results of this study are generally consistent with previous findings regarding the measurement property of this instrument. However, Korean data also supports the five correlated first-order factors model. Managerial and research implications of the identified results are discussed. INTRODUCTION Many studies have been conducted to explore the concept of user satisfaction with information systems and to examine the validity of measures of user satisfaction with information systems. User information system satisfaction (UISS) refers to the extent to which end-users perceive that an available information system meets their information requirements and needs. UISS has received significant attention in the literature because UISS is considered as a surrogate measure of information system success (Au, Ngai & Cheng, 2002; Galletta & Lederer, 1989). The reasons for user satisfaction being widely used as a measure of information system success include the availability of reliable measurement tools and their high face validity (DeLone & McLean, 1992). User information system satisfaction is often used as an indicator of user perception of the effectiveness and success of a management information system (Akbulut & Motwani, 2005; Bailey & Pearson, 1983; Doll & Torkzadeh, 1988). Although there have been several definitions and measures of end-user computing satisfaction (EUCS) (Bailey & Pearson, 1983; Doll & Torkzedah, 1988; Ives, Olson & Baroudi, 1983), Doll and Torkzadeh's end-user computing satisfaction (EUCS) instrument has been widely used as an end-user computing satisfaction measure that is relevant to specific software or information system applications. Their five-component model is based on a specific information system satisfaction of end-users. The five-component model consists of the accuracy, content, ease-of-use, format, and timeliness for the information system application. In addition, cross-cultural studies of end-user information system satisfaction have been conducted in many countries (McHaney, Hightower & Pearson, 2002; de Madariaga, 2004). In their comprehensive review of the relationship of culture with information and information technologies, Leidner and Kayworth (2006) reported that differences in culture could account for information technology use and outcome. They indicated that certain cultural values are related to user satisfaction and successful implementation of information systems. Similarly, Jones et al. (2003) reported cultural differences in the perception and use of EDI in a global setting. With increased globalization and the cross-cultural teamwork environment, information system implementation issues across countries are becoming more important. This new trend calls for extending research on end-user information system satisfaction and validating existing instruments in other countries (McHaney, Hightower & Pearson, 2002). This study recognizes the importance of the cross-cultural validation research requirement and continues this research stream. Thus, a further cross-cultural extension of the existing end-user computing satisfaction instrument is warranted. The purpose of the current study, therefore, is to examine the construct validity of Doll and Torkzadeh's end-user computing satisfaction instrument in South Korea. The validation of the instrument is performed by assessing the end-user satisfaction of office information system by managers in various South Korean firms. CONCEPTUAL BACKGROUND In the past, many researchers have utilized the measurement of end-user satisfaction as a surrogate measure of the success of a specific application (Bailey & Pearson, 1983; DeLone & McLean, 1992; Ives & Olson, 1984). …