Title :
The Influence of Troubleshooting, Education, and Documentation on Computer User Satisfaction
Author :
Rushinek, Avi ; Rushinek, Sara F.
Author_Institution :
Department of Accounting, University of Miami, Coral Gables, FL 33124, USA
Abstract :
The influence of a number of technical support (TS) independent variables on overall computer user satisfaction is analyzed. The variables troubleshooting, user expectations, and documentation are found to be the most significant variables affecting overall satisfaction, whereas the variables number of computer systems and the microcomputer (as the type of installation) have the least significant effect in the user satisfaction model.
Keywords :
Computer aided instruction; Computer industry; Computer science education; Consumer behavior; Documentation; Industrial training; Interactive systems; Management training; Microcomputers; USA Councils;
Journal_Title :
Systems, Man and Cybernetics, IEEE Transactions on
DOI :
10.1109/TSMC.1986.289295
