A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument

The implementation of Electronic Medical Records (EMR) in outpatient services aims to improve the efficiency, accuracy, and accessibility of clinical information. However, the effectiveness of such systems is highly dependent on user satisfaction. This study evaluated the satisfaction of health personnel using outpatient EMR at Sultan Fatah Regional Hospital, Indonesia, by employing the End User Computing Satisfaction (EUCS) model. The research addressed issues related to incomplete data, low system responsiveness, and interface usability that may affect the quality of service delivery. A qualitative descriptive method was used, involving in-depth interviews, direct observations, and document analysis from 21 informants selected purposively across multiple service units. The EUCS dimensions—content, accuracy, format, ease of use, and timeliness—were used to assess user experience. The findings indicate that users encountered problems such as incomplete patient data and duplicate records (accuracy), non-intuitive interfaces (format and ease of use), and delays in accessing medical information (timeliness). Observations and documentation review further revealed a reliance on manual backups and inconsistencies between digital and physical records. Overall, the study highlights the need for better data integration, enhanced user training, interface redesign, and system infrastructure upgrades to ensure real-time and comprehensive EMR usage. The study concludes that addressing technical and human factors through the EUCS model can enhance user satisfaction and system utilization in outpatient healthcare settings.

TIX ID is an official application from PT Nusantara Elang Sejahtera, and was released to meet the needs of users among the people of Depok. The purpose of this study is to find out whether there is an influence of content, accurancy, format, ease of use and timeliness on the satisfaction of TIX ID application users and to find out whether there is an influence on the level of satisfaction of TIX ID application users as a medium for booking cinema tickets. The method used in this study is End User Computing Satisfaction (EUCS) which consists of five factors, namely: content, accuracy, form, ease of use, and timeliness. The data collection process was carried out by distributing questionnaires to people who use the TIX ID application in Depok. The sampling technique uses random sampling. The data processing method carried out in this study uses validity tests, reliability tests, and hypothesis tests processed using SPSS software. The results of hypothesis testing there are 4 variables that have an effect, namely accuracy, format, ease of, timeliness and there is 1 variable that has no effect, namely content. Based on the correlation analysis, R2 of 0.657 showed that the satisfaction variable could be explained by the variables content, accuracy, format, ease of use and timeliness of 65.7%

User satisfaction can impact reuse and foster user loyalty. If users feel dissatisfied, they may potentially switch to other competitors. This can impact the sustainability of the company in the future, particularly for Maxim, an online transportation company. Therefore, it is crucial for the company to understand user satisfaction levels to improve specific aspects and achieve desired user satisfaction. This research aims to determine the satisfaction levels of young generation with the Maxim app in Jakarta using the End User Computing Satisfaction (EUCS) approach. EUCS is used to measure the satisfaction of end users with the Maxim application system. An online questionnaire was distributed through Google Form, gathering data from 100 respondents who have used the Maxim app in Jakarta. The data was analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). From the CSI calculation, it was found that the level of satisfaction of young generation users on the Maxim application in Jakarta obtained the “Satisfied” criteria. Furthermore, IPA results indicated that improving the effectiveness of the screen display and ensuring prompt driver allocation in the app were prioritized for Maxim. Easy menu navigation, user-friendly interface design, easy-to-use features, and displaying real-time information in the app were identified as aspects to maintain, as users rated these aspects as important and satisfied. Thus, this research is expected to assist the company in improving user satisfaction by identifying areas for improvement to increase the effectiveness and quality of user experience when using the Maxim app.

Purpose Although research into the adoption and use of online banking services has grown in many parts of the world, the centre of attention has been largely on determinants of online banking adoption, not on users' satisfaction with use. This paper aims to test and validate the End‐User Computing Satisfaction (EUCS) model in order to investigate online banking users' satisfaction with the service. Design/methodology/approach A survey ( n =268) was carried out using convenience sampling. An exploratory factor analysis followed by a confirmatory factor analysis run in LISREL 8.7 is used to test the validity of the model in an online banking context. Findings The survey results support three constructs (content, ease of use, accuracy) from the original model, indicating that the modified EUCS model labelled EUCS2 can be utilized in analyzing user satisfaction with online banking among private customers. Research limitations/implications The obtained model suffered from two cross‐loadings between individual items. Another limitation concerns the sample obtained. Therefore, future studies should test the model with larger samples to verify the model in this context. Practical implications Findings of the study indicate that banks could improve end‐user computing satisfaction with online banking by concentrating on the three constructs obtained from the analyses. Moreover, the results indicate that banks can increase satisfaction of online banking services by personalising the service, allowing easier and more convenient use experience. Originality/value The paper makes a significant contribution by testing and modifying the EUCS model in the online banking context.

Background. Education has undergone a significant transformation due to digital technology, which has increased its flexibility, accessibility, and engagement. With gamifikasi strategies that increase user engagement, the Duolingo app is a highly preferred language learning resource, especially for learning English. Purpose. The System Usability Scale (SUS) and End User Computing Satisfaction (EUCS) methods will be used in this study to evaluate the usability and user satisfaction of the Duolingo program. Method. 404 respondents were obtained for this study using a quantitative approach using the Slovin formula sampling technique. Ten SUS items and five components of EUCS, content, accuracy, format, ease of use, and timeliness were included in the online survey used to collect the data. Descriptive statistics were used in the analysis to assess SUS and EUCS scores. Result. The app has a good usability level, with an average SUS score of 78.86 (grade B+). The five components, content (4.4), accuracy (4.2), format (4.5), ease of use (4.5), and timeliness (4.4), produced excellent results for EUCS. Most respondents were between the ages of 18 and 24, and they spent an average of less than 30 minutes a day. Conclusion. Particularly when it comes to usability and interface design, Duolingo offers a positive user experience and high satisfaction. Its gamifikasi strategy increases the effectiveness and engagement of English learning, especially for younger users.

The Ministry of Finance has officially launched the Institutional Level Financial Application System (SAKTI) for all work unit of Ministry/Institutional in 2022. Seeing the diverse characteristics of work unit throughout Indonesia, there will potentially be many problems that users will face. During the piloting stage from 2015, various problems were found that made end users unsatisfied. This study aimed to find out: (1) the level of satisfaction of SAKTI users after it was officially implemented in all work unit of Ministry/Institutional; (2) the attributes that need to be improved and maintained in SAKTI based on 5 End User Computing Satisfaction (EUCS) variables, namely Content, Accuracy, Format, Ease of Use, and Timeliness. This study used primary data through a survey of 107 respondents as sample from 78 work unit of KPPN Makassar II. The data were analyzed using importance performance analysis (IPA). The results of this study showed that: (1) based on the t test, analysis of the level of conformity and analysis of the performance-expectation gap based on the 5 EUCS variables, SAKTI's quality was good in meeting user expectations with user satisfaction level of 96%. Gap analysis shows that all EUCS variables are negative (0), which means that the quality of SAKTI's performance has not met user expectations; (2) based on the Cartesian diagram mapping, there are 12 top priority attributes that must be implemented according to the expectations of SAKTI users and their performance must be improved and maintained.

Introduction: The digitalization of hospital services increasingly requires high-quality online registration applications to enhance efficiency and user experience. Ineffective registration processes characterized by long queues, delays, and occasional system bottlenecks remain a major barrier to service efficiency and patient satisfaction in many hospitals. Online registration applications are expected to address these issues, yet limited studies have specifically examined how the quality of such applications influences user satisfaction, particularly in private hospitals in developing regions. This study examines how application quality, measured using the WebQual 4.0 dimensions, influences user satisfaction based on the End-User Computing Satisfaction (EUCS) model. This integration allows a more comprehensive understanding of how system usability, information attributes, and service interaction collectively shape user perceptions in digital health settings. Methods: A quantitative cross-sectional design was employed using validated instruments adapted from the WebQual 4.0 and End-User Computing Satisfaction (EUCS) models. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). To strengthen analytical depth and support theoretical interpretation, qualitative insights obtained from open-ended responses were incorporated to triangulate and enrich the quantitative findings. Results: The Study found that application quality significantly influenced user satisfaction (p < 0.001). All WebQual 4.0 dimensions, Usability, information quality, and service interaction showed positive and substantial contributions to the model. These findings align with core assumptions of the EUCS model, which posits that user satisfaction emerges from perceptions of system usefulness, information relevance, and overall performance quality. Qualitative responses supported the quantitative findings, indicating that users generally perceived the application as easy to use and informative. However, some noted occasional technical issues and suggested improvement to enhance system performance. Conclusion: Usability, information quality, and service interaction play critical roles in shaping user satisfaction with online hospital registration applications. The findings underscore the theoretical relevance of integrating WebQual 4.0 and EUCS, demonstrating that multidimensional system quality is essential for optimizing patient experience in digital hospital services. These results highlight the need for continuous system refinement to improve usability and service responsiveness, ultimately strengthening digital transformation efforts and enhancing patient-centered service delivery in hospital settings.

This study aims to analyze the digital report card information system (RDM) in terms of user satisfaction using the End User Computing Satisfaction (EUCS) method at Madrasah Ibtidaiyah Negeri (MIN) 9 Banda Aceh. In the digital era, the digital report card information system has become a crucial tool in supporting administrative processes and assessments in the education sector, particularly in madrasahs. This study was conducted to understand to what extent the implementation of RDM can meet the needs and expectations of users, including teachers, students, and other stakeholders at MIN 9 Banda Aceh. The research method used is quantitative with a survey approach. Data were collected through questionnaires distributed to users of the RDM system at MIN 9 Banda Aceh. User satisfaction was measured based on five EUCS dimensions: content, accuracy, format, ease of use, and timeliness. The results of the study indicate that, overall, users are satisfied with the RDM system in use. The ease of use and timeliness dimensions received the highest ratings, indicating that users find the system easy to use and that it provides timely information. However, there are several aspects within the content and accuracy dimensions that need improvement to enhance overall user satisfaction. This study provides important insights into the effectiveness of digital report card information systems in madrasah settings. The findings are expected to offer valuable input for system developers and madrasah administrators to improve the quality of services and functionality of RDM, thus better meeting the needs of users and supporting a more efficient educational process.

In a survey of IS instruments spanning the years 1973 to 1988 (Zmud and Boynton [Zmud, R. W., A. C. Boynton. 1991. Survey measures and instruments in MIS inventory and appraisal. K. I. Kraemer, ed. The Information Systems Research Challenge Survey Research Methods, Vol. 3. Harvard Business School, Boston, 149–180.]), Doll and Torkzadeh's (Doll, W. J., G. Torkzadeh. 1988. The measurement of end-user computing satisfaction. MIS Quart. (June) 259–274.) 12-item End-User Computing Satisfaction instrument was reported as one of three IS instruments that met conditions to qualify as “well developed.” Recently, Etezadi-Amoli and Farhoomand (Etezadi-Amoli, J., A. F. Farhoomand. 1991. Issues and opinions on end-user computing satisfaction. MIS Quart. (March) 1–5.) questioned the validity of these measures. Part of their critique centered on the poor model fit obtained in a re-analysis using LISREL. While other potentially valid points were raised by Etezadi-Amoli and Farhoomand's critique, this report focuses only on their use of confirmatory factor analysis. In our re-analyses of Doll and Torkzadeh's original covariance measures, we show how model fit is extremely dependent on model specification. While still maintaining the same number of constructs and respective measures, we demonstrate how two alternatives to the original model analyzed by Etezadi-Amoli and Farhoomand can result in models with acceptable fits.

The rapid adoption of digital wallets such as DANA and GoPay has not yet been matched by comprehensive evaluations of user experience and satisfaction. National survey data indicates that GoPay is currently Indonesia's most widely used digital payment application. This study aims to compare the two most popular digital payment apps, DANA and GoPay, using the Post-Study System Usability Questionnaire (PSSUQ) and End-User Computing Satisfaction (EUCS) methods. A total of 136 respondents (68 users for each application), aged 18–40 and residing in Bali Province, were surveyed. Additionally, 2,366 user reviews from the Google Play Store were analysed using the Random Forest algorithm for sentiment classification. The results reveal that GoPay outperforms DANA in terms of usability (PSSUQ score of 2.04) and user satisfaction (EUCS average score of 4.34), compared to DANA (2.32 and 3.33, respectively). Information quality emerged as the most influential factor affecting user satisfaction, with Spearman correlation scores of 0.949 for DANA and 0.948 for GoPay. This study offers practical insights for developers and users to better understand and improve the digital payment user experience. However, the research is limited by the sample size of user reviews and the regional scope of respondents.

DANA is an e-money application that was inaugurated at the end of 2018, because it includes new applications, an evaluation is needed to compete with its predecessors. The user’s assessment of the performance of the application are representing user satisfaction. This evaluation aims to develop recommendations for improvement to this application. The evaluation was done using the End User Computing Satisfaction (EUCS) method using 6 variables. Data obtained from a sample of 349 respondents using a questionnaire. According to the results of the evaluation carried out stated that user satisfaction in the content variable, format, ease of use and user satisfaction is included in the High category, which means that the user feels satisfied with the DANA application if it is measured by the variable. Meanwhile, accuracy and timeliness variable are included in the Low category, which means that users feel less satisfied with the DANA application if measured from the variable. The recommendation given in this study is to improve several aspects of the accuracy and timeliness variables so that users are satisfied with the services provided by the DANA application.

Elearning is the implementation of information technology in learning. Elearning was used in courses in Introduction to Business and Management, Business Process Management and Ebusiness. This study aims to use the Technology Acceptance model (TAM) to measure the level of user satisfaction. TAM method is used to determine the relationship between content, accuracy, format, ease of use, timelines, organizational support, user attitudes towards the information system (user attitude towards information). system) and perceived attitude of top management on the level of satisfaction of using e-learning on learning business courses and management at the Faculty of Computer Science, Duta Bangsa University Surakarta. This research is a descriptive study using the modified End User Computing Satisfaction (EUCS) approach method. The results of the evaluation study show that the 5 variables (content), the level of accuracy of the system, format, easy of use, and timeliness significantly influence user satisfaction. While organizational support variables have a significant effect on user satifaction but variable usser attitude toward information system and perceived attitude of top management has an effect but not significant to the support organization.
 
 Key words : elearning, user satisfaction, technology acceptance model, end user computing satisfaction.

The internet-based technology development is beneficial for all sectors, including the health sector. For example, the Primary Healthcare Center. Primary Healthcare Center, provides health services with various health programs to fulfill the community's needs. A program in which The Primary Healthcare Center uses internet-based technology is e-health. E-health is a service designed for the public which is a combination of information and communication technology applications that are connected to all functional elements that support the health sector as their knowledge base. E-health has been enforced in 63 Primary Healthcare Centers in Surabaya. This study aims to analyze the use and satisfaction of mobile e-health in 5 Primary Healthcare Centers in Surabaya base on the End User Computing Satisfaction (EUCS) Method. EUCS consists of 5 variables, which are content, accuracy, format, ease of use, and timeliness. This study was designed as an observational study in Primary Healthcare Center patients using mobile e-health as a population. The study involved 100 patients in 5 health centers in Surabaya. The sample was selected using a random sampling method. The results of the study point out that all respondents were satisfied with the e-health mobile application, however, gaps still occur in each EUCS variable. This is due to the reality does not meet the expectations. The biggest gap is in the timeliness variable, which is 0,6. Due to the gap between reality and expectations. To increase user satisfaction, evaluation is needed to be done. Such as, strengthen the mobile application’s system, to achieve the user’s expectation and minimize the gap between expectations and reality. Simplification of usage and motivation procedures for the community should be continued so that the use of e-health mobile can cover all Surabaya citizens.

- Elearning is now a necessity to support the implementation of learning in various educational institutions. End User Computing Satisfaction (EUCS) is a method used to measure the level of satisfaction of users of an application system by comparing expectations and reality of an information system. In this study 5 EUCS indicators were measured which would determine the level of Elearning user satisfaction, namely content, accuracy, shape, ease of use and timeliness. In the Delone And McLean Model there are six factors which are indicators, namely system quality, information quality, service quality, usage, user satisfaction, net benefits. Of the two methods will be measured how the level of elearning user satisfaction at Bina Sarana Informatics University. This study uses random samples collected through electronic questionnaires. There are several limitations in this study and further studies are needed so that the level of elearning user satisfaction can be described correctly.
 Keywords: elearning, eucs, endusercomputingsatisfaction, delonemclean

The development of information and communication technology has significantly impacted various sectors, including transportation. In Medan City, app-based online transportation services have emerged as a practical solution to meet the community's mobility needs while simultaneously creating new job opportunities. This study aims to analyze user satisfaction levels with online transportation services using the End User Computing Satisfaction (EUCS) approach, which includes five key dimensions: content, accuracy, format, ease of use, and timeliness. Data were collected through an online questionnaire distributed to 100 active users of online transportation services in Medan and analyzed using descriptive statistics and frequency distribution. The findings are presented through an interactive website to facilitate interpretation. This study is expected to provide a comprehensive overview of user experience and offer strategic insights for service providers to improve service quality and develop marketing strategies aligned with user needs in the digital era.