Development of an instrument to measure mobile portal user satisfaction

Prior researchers have attempted to define and discuss terminology concerning aspects of mobile technology such as on-device portals, mobile portals, smartphones and mobile phones. In real life mobile technology has changed so rapidly that terminologies are not static, rather they evolve to reflect the changing technologies and user demands. An extensive literature review sought to elicit prior research findings related to user satisfaction and portal research. This found that of the of 37 empirically validated user satisfaction instruments, with 157 associated dimensions, none captured the unique characteristics associated with mobile portal use. Thus, the primary aims of this research were to develop an understanding of user satisfaction in the context of mobile portal use (MPUS) and to develop a reliable and valid new instrument for measuring such user satisfaction (iMPUS). Drawing on specific instrument development frameworks and validation guidelines, a multi-stage development process was adopted comprising: (1) specification of the domain of construct; (2) generation of items and content validation process; (3) data collection for the exploratory study and assessment of reliability and nomological validity; and (4) final data collection for the confirmatory study and assessment of reliability, convergent validity, discriminant validity, nomological validity and criterion-related validity. The resultant MPUS construct was determined as being framed by eight dimensions, with a reliable and valid 42-item instrument (iMPUS) successfully developed. iMPUS comprised eight first-order dimensions – perceived value, perceived social value, perceived usefulness, software features, connectivity, content-device fit, ease of use and personalised interface. Validation showed the merits of the iMPUS when it was tested and identified gender differences in users’ satisfaction with mobile portals when predicting the PWOM construct. Besides identifying gender differences, this research has made three theoretical contributions. Firstly, it extends research knowledge about user satisfaction to the context of mobile portals by identifying important differences from earlier studies. Secondly, the research contributes knowledge regarding mobile commerce and specifically mobile portals, particularly concerning post-adoption mobile portal user satisfaction. Thirdly, the research contributes a new reliable and valid instrument to the research stream concerned with IS measurement. The research also makes three practical contributions. Firstly, the iMPUS provides a framework that may inform the design of mobile portals. This should contribute to users’ acceptance and sustained use of mobile portals. Secondly, for existing mobile portals, businesses could use the multi-item iMPUS to gain insights into users’ views of strengths and weaknesses related to their mobile portals and identify areas for improvement. Thirdly, businesses may use the iMPUS for internal benchmarking, tracking users’ views over time or between various designs, thereby contributing to design knowledge.