This is supplied to you as a template which you may change as
much as you like. The various methods required to analyse the data
captured by this questionnaire are fully explained in the book The
Effective Measurement and Management of ICT Cost and Benefits
The Measurement of IS Effectiveness
Study Name: xxxxxxxx
Date: XX-XXX-XXXX
The following questionnaire has been designed to help assess the
effectiveness of the corporate information systems used to support the firm in achieving its
objectives. This user satisfaction approach to measuring the effectiveness of information
systems is used extensively in businesses throughout the world.
The questionnaire has been divided into four parts.
Part A relates to demographic details about your position in the firm.
Parts B and C use the same set of 38 statements.
Part D contains one specific question as well as an opportunity for you to provide open-ended
comment on the systems.
Your responses to the statements in Part B refer to your expectations, given an ideal
situation, of your firm’s information systems. Your answers to the second set of 35 questions
in Part C refer to how the Information Systems Department of the firm actually performs in
terms of these systems attributes. Finally, in Part D we would like you to rate your overall
opinion of the information systems, and we would welcome any comments that you would
like to make concerning your own experience with the Information Systems Department in
respect of its effectiveness.
The questionnaire uses a nine-point scale where 1 means you Strongly disagree and 9 means
you Strongly agree. For each statement please tick the number that corresponds to your level
of agreement. Please do not tick or circle between the numbers.
For example, if you agree quite strongly with the statement ‘I expect ease of access to
computer facilities’ your rating in the first set of statements could be:
Strongly Disagree 1 † 2 † 3 † 4 † 5 † 6 † 7 † 8 †9 9 †
Strongly agree
If you do not that the performance of the Information Systems Department in actually
providing these facilities is particularly good, your rating in the second set of statements
might be:
Strongly Disagree 1 † 2 † 3 † 9 4 † 5 † 6 † 7 † 8 † 9 †
Strongly agree
Please ensure that all statements are rated by ticking one and only one response.
The questionnaire should not take more than 20-25 minutes to complete. All information
supplied by respondents will be treated with the utmost confidence. Your views will only be
reported in summary. Thank you very much for your assistance in this research. Please return
your completed questionnaire to the survey administrator.
Name of Person Undertaking the Survey
Copyright Academic Conferences 2006
1
This is supplied to you as a template which you may change as much as
you like. The various methods required to analyse the data captured by
this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
PART A
Please supply the following information about your position:
1.
In which department or section do you work (Tick one)?
a) Inland Operations
b) Coastal Operations
c) Operations Services
d) Water Resource Management
e) Infrastructure Planning
f) Strategic planning
g) Public Affairs
h) Information Services
i) New Works
j) Water Quality
k) Analytical Services
l) Process Services
m) unused
n) Geographic Information Systems
o) unused
p) Finance & Administration
q) Human Resources
r) Other, Please Specify
____________________________
1.
2.
3.
4.
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
__
How many years have you been working in the
organisation?
How many years experience have you had
working with a PC or terminal?
How many years experience have you had
working with a PC network or mainframe?
How many hours per week do you use a PC or a
PC network or mainframe?
Please ensure all questions are answered
2
____
____
____
____
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
PART B - Expectations under ideal circumstances
Please respond by ticking the number that corresponds to how much you agree or disagree with
the following statements of expectation, given an ideal situation.
Strongly
Disagree
Strongly
Agree
1.
I expect ease of access to computing
facilities.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
2.
I expect up-to-date hardware.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
3.
I expect up-to-date software.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
4.
I expect access to external databases.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
5.
I expect a low percentage of
hardware and software downtime.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
6.
I expect a high degree of technical
competence from systems support
staff.
7.
8.
I expect to have a high level of
confidence in the systems I use.
I expect to have a high degree of
personal control over the systems I
use.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
9.
I expect the ISD to be responsive to
my changing needs.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
10.
I expect confidentiality for my own
data.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
11.
I expect a provision for disaster
recovery.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
12.
I expect piracy avoidance procedures
to be in place.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
Please ensure you respond to all statements
3
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
Strongly
Disagree
Strongly
Agree
13.
I expect excellent system's response
time.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
14.
I expect excellent technical training.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
15.
I expect fast response time from
support staff to remedy problems.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
16.
I expect to participate in the planning 1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
of system technology requirements.
17.
I expect a positive attitude from
support staff.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
18.
I expect overall cost-effectiveness
from information technology.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
19.
I expect the use of IT to improve my
personal productivity.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
20.
I expect the use of IT to enrich my
working experience.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
21.
I expect standardisation of hardware.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
22.
I expect excellent documentation to
support technical training.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
23.
I expect help to make the most of my
application software.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
24.
I expect to be able communicate by
e-mail with colleagues.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
25.
I expect to have access to the World
Wide Web
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
26.
I expect to find the time to learn the
systems I use.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
27.
I expect there to be a service level
agreement in place.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
Please ensure you respond to all statements
4
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
Strongly
Disagree
28.
29.
Strongly
Agree
I expect IS professionals to monitor
their performance in delivering IT
services me.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
I expect prompt processing of
requests for changes to existing
systems.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
30.
I expect IT to be aligned to the
overall corporate plan.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
31.
I expect there to be short lead times
for the development of new systems.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
32.
I expect systems analysts to
understand my business
requirements.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
33.
I expect a high degree of flexibility
in the system with regards data and
reports.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
I expect the portfolio of software
applications available to me to be
continually increased.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
I expect the benefits derived by
myself from the systems I use to be
measured.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
34.
35.
Please ensure you respond to all statements
5
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
PART C – Actual Performance
Please respond by ticking the number that corresponds to how much you agree or disagree with
the following statements of performance, i.e. what actually happens.
Strongly
Disagree
Strongly
Agree
1.
I have easy access to computing
facilities.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
2.
I have up-to-date hardware.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
3.
I have up-to-date software.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
4.
I have access to external databases.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
5.
I experience a low percentage of
hardware and software downtime.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
6.
I experience a high degree of
technical competence from systems
support staff.
7.
8.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
I experience to have a high level of
confidence in the systems I use.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
I have a high degree of personal
control over the systems I use.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
9.
The ISD to be responsive to my
changing needs.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
10.
I have confidence in the
confidentiality for my own data.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
11.
I am satisfied with the provisions
made for disaster recovery.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
12.
I am satisfied with the provisions
made for piracy avoidance.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
Please ensure you respond to all statements
6
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
Strongly
Disagree
Strongly
Agree
13.
I experience excellent system's
response time.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
14.
I receive excellent technical training.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
15.
I experience fast response time from
support staff to remedy problems.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
16.
I participate in the planning of
system technology requirements.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
17.
I experience a positive attitude from
support staff.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
18.
I am satisfied with the overall costeffectiveness of our information
technology.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
19.
The use of IT improves my personal
productivity.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
20.
The use of IT enriches my working
experience.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
21.
I have standardisation of hardware.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
22.
I receive excellent documentation to
support technical training.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
23.
I receive help to make the most of
my application software.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
24.
I am able to communicate by e-mail
with colleagues.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
25.
I have access to the World Wide
Web
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
26.
I find the time to learn the systems I
use.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
27.
There is a service level agreement in
place.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
Please ensure you respond to all statements
7
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
Strongly
Disagree
28.
29.
Strongly
Agree
IS professionals monitor their
performance in delivering IT
services me.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
I experience prompt processing of
requests for changes to existing
systems.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
30.
IT is aligned to the overall corporate
plan.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
31.
I experience short lead times for the
development of new systems.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
32.
Systems analysts do understand my
business requirements.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
33.
I experience a high degree of
flexibility in the system with regards
data and reports.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
The portfolio of software
applications available to me
continually increases.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
34.
35.
The benefits derived by myself from
the systems I use are measured.
1 ___2 __ 3___ 4 ___ 5 ___6 __ 7 ___ 8 ___ 9 ___
Please ensure you respond to all statements
8
This is supplied to you as a template which you may change as much
as you like. The various methods required to analyse the data captured
by this questionnaire are fully explained in the book The Effective
Measurement and Management of ICT Cost and Benefits
PART D
Please rate your overall opinion of the computer services offered by the information systems
department.
Strongly
Disagree
On the whole our information
systems are excellent
Strongly
Agree
1___ 2___ 3 ___ 4 ___5 __ 6___ 7 ___ 8 ___9 ___
Please supply any further comments you wish concerning the effectiveness of your computer
network system. Your comments will not be attributed to you but will only be used as input into
the general analysis of the systems.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
__________________________________________________________________________
Many thanks for your help with this survey.
Please ensure you respond to all statements
9