An Investigation of Factors Contributing to Satisfaction with End‐User Computing Process

Abstract

This study attempts to identify the factors contributing to overall satisfaction in end‐user computing (EUC) process. The sample of end‐users, who worked in a micro or minicomputer environment, corresponds to the first three of the six categories in Rockart and Flannery's (1983) typology: nonprogramming end‐users, command level users, and end‐user programmers. A survey was conducted asking respondents to rate their satisfaction with EUC on various attributes of not only the EUC application but also the EUC process, including the support, training, etc. A factor analysis of the generated data supports seven of the hypothesized factors: 1) quality of technical support, 2) quality of EUC product, 3) timeliness 4) EUC application characteristics, 5) user training, 6) documentation, and 7) user participation. A regression of respondents' ratings of overall satisfaction on the resulting factors and some user characteristics suggests that the first four of the mentioned factors, and variables such as perceived effect on career, familiarity with pre‐EUC manual operation, and experience with computer based IS contribute to overall satisfaction. Résumé Cette étude tente de déterminer les facteurs qui contribuent à la satisfaction globale en informatique individuelle. L'échantillon finale d'utilisateurs, provenant des contextes de micro et de mini‐informatique, correspond aux trois premières des six catègories de la typologie de Rockart et Flannery (1983): utilisateurs non‐programmeurs, utilisateurs niveau commande et utilisateurs programmeurs. Dans un sondage, les répondants ont indiqué le degré de satisfaction que leur apportent divers aspects de l'informatique individuelle, non seulement en matière d'applications, mais ausside processus d'informatisation, par exemple le soutien technique et la formation. L'analyse factorielle des données recueillies a permis de confirmer sept des facteurs de satisfaction fixés au départ comme hypothèses:1) qualité du soutien technique, 2) qualité du produit informatique, 3) rapidité de production, 4) caractéristiques des applications informatiques, 5) formation de l'utilisateur, 6) documentation et 7) participation de l'utilisateur. Par ailleurs, larégression des notes de satisfaction globale accordées par les répondants sur les facteurs résultants et sur certaines caractéristiques des utilisateurs suggère que les quatre premiers facteurs ci‐dessus ainsi que des variables telles que l'effet perçu sur la carrière, la connaissance de l'activité manuelle pré‐informatisation et l'expérience de systèmes d'information automatisés contribuent à la satisfaction globale.

The impact of technological factors on information systems success in the electronic‐government context

“…H4 was also supported indicating that user support is positively and significantly related to IS success dimensions. The findings are consistent with studies by Mirani and King (1994), Vijayaraman and Ramakrishna (1990), Bergeron et al (1990), Buyukkurt and Vass (1993) and Igbaria et al (1997). The positive outcome may be due to the implementation of the e-government systems that needs to be maintained, monitored and supported from time to time.…”

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User acceptance of a digital library system in developing countries: An application of the Technology Acceptance Model

“…In the context of digital library systems, the provision of librarian assistance for library users would be one of the facilitating conditions that influence the usage of the systems. A number of studies highlighted the importance of technical support for the successful diffusion of computer system usage in organizations (e.g., Buyukkurt & Vass, 1993;Igbaria, 1994;Robey, 1979). The availability of technical support then can lead to a higher rate of computer system acceptance.…”

Digital Library Adoption and the Technology Acceptance Model: A Cross‐Country Analysis

“…Studies have shown that the adoption of technology is dependent largely on the support environment around that technology, and the help available from others (Buyukkurt and Vass, 1993;Igbaria, 1994;Westcott, 1985). The availability of such help is a precondition to the perception of a technology's ease of use.…”