Development of Satisfaction Questionnaire for Online Survey Instruments: A Systematic Review (303163)

Keywords: Questionnaire development, Satisfaction, Construct, Online survey, Systematic review

Online survey usability refers to the extent to which a respondent completes a survey online effectively, efficiently, and satisfactorily. Usability has become an important aspect in online survey design because of its impact on measurement and nonresponse errors. In usability evaluation, satisfaction is a subjective measure of respondents’ experience in completing an online survey. Such experience is assessed with a questionnaire. There are two challenges in evaluating online survey satisfaction: First, there isn’t a suitable questionnaire for assessing online survey; second, there is a shortage of comprehensive knowledge of developing a satisfaction construct. To comprehensively synthesize the existing knowledge on satisfaction assessment, we attempted to conduct a systematic review of developing satisfaction questionnaires in three areas: usability, patient, and consumer. The review scope was limited to studies on measuring satisfaction of software users, patients in health care settings, and other product consumers. Peer-reviewed literature published between 2000 and 2015 were searched in five references databases, using a pre-defined protocol. Thirty-four articles out of 150 articles from the database search met the criteria for full-text review. Among the 34 articles, 6 were on consumer satisfaction questionnaires, 11 on patient satisfaction, and 17 on usability satisfaction. An additional 23 articles were included in full-text review, with 10 articles being selected from the references in the 34 articles and the other 13 articles referred by domain experts. A general approach to developing satisfaction questionnaire emerged from the review: (1) Generating questionnaire items, (2) Assessing face validity and readability, (3) Assessing content validity, (4) Constructing domains, (5) Checking internal consistency, (6) Revising the instrument if needed, then repeat Steps 2-5 until no more revision, (7) Assessing construct validity.