Sources of dissatisfaction in end-user support

Abstract

Organizations are investing in information technology for an ever-increasing number of end-user tasks. Extracting benefits from these investments increasingly depends on supporting effective use of information technology and satisfying information technology users. This research explores the end-user support factors that correlate with user satisfaction. This survey of 484 end-users examines 21 potential end-user computing support factors, such as system response time and user training in terms of their perceived importance to the end-user and the performance of IS staff in supporting each. Service quality, the gap between perceived importance and performance for each support factor, is computed. The relationships between these service quality gaps and user satisfaction are tested across different user groups (faculty, non-IS staff and students). Larger service quality gaps in the following support factors were correlated with lower user satisfaction in at least one of the three user groups: IS staff response time, IS staff technical competence, software upgrades, ease of access, cost effectiveness of the system, user understanding, documentation to support training, and data security/privacy. These results are compared to the support factors identified as significant in previous empirical studies.