Impacts of End-User and Information Center Characteristics on End-User Computing Support.

Author List: Mirani, Rajesh; King, William R.;

Journal of Management Information Systems, 1994, Volume 11, Issue 1, Page 141-166.

In a cross-sectional survey of 114 information centers, it was found that support needed by end-users varied with their computing sophistication and the maturity of the information center. However, information centers did not take into account differences among users in designing support services, and provided all users with the same amount of support. For most users, the support provided was far less than the support needed, but end-user satisfaction was higher when more support needs were fulfilled. The implication of these results is that information centers are not making the requisite effort to identify and fulfill the support needs of their end-users.

Keywords: end-user computing; information center; user satisfaction.; user-developed applications

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List of Topics

#248	0.501	computing end-user center support euc centers management provided users user services organizations end satisfaction applications article ibm step field policies
#276	0.159	satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#287	0.078	design systems support development information proposed approach tools using engineering current described developing prototype flexible built architecture environment integrated designing
#134	0.062	users end use professionals user organizations applications needs packages findings perform specialists technical computing direct future selection ability help software
#170	0.056	information processing needs based lead make exchange situation examined ownership analytical improved situations changes informational examine developed receive perceptions facilitates