Creating a User Satisfaction Index from a Parsimonious Survey Instrument

In this paper we present a comprehensive method for creating a user satisfaction index using a survey instrument. First we construct a parsimonious survey instrument, using the PageRank Centrality, to measure attributes of user satisfaction. Then confirmatory factor analysis is applied to extract "weights'' on the questions that are used in a linear model of computing the user satisfaction index. Throughout the paper an analysis of an existing data set is implemented to illustrate the proposed method. In addition the validity of the confirmatory factor model is tested using bootstrap sampling.