This article developed an instrument by combining Doll and Torkzadeh's (1988) EUCS instrument and Kettinger and Lee's (1997) IS-Adapted SERVQUAL. A confirmatory factor analysis was employed to validate the combined EUCS measure. The result of this study yielded a second-order factor model of EUCS consisting of one second-order factor and four first-order factors, such as relationship service satisfaction, information satisfaction, system satisfaction, and service reliability satisfaction. The second order factor is interpreted as EUCS, indicating customer satisfaction with the end-user computing environment.

Decision Sciences Institute 2002 Proceedings
Sprott School of Business

Cai, S, & Jun, M. (Minjoon). (2002). Combining EUCS measure with SERVUQAL: A Confirmatory Factor Analysis. In Proceedings - Annual Meeting of the Decision Sciences Institute (pp. 1071–1076).