DocumentCode
486362
Title
The Effects of Technical Support on User Satisfaction using an Interactive Artificial Intelligence Expert System
Author
Rushinek, Avi ; Rushinek, Sara F.
Author_Institution
University of Miami, Coral Gables, Florida
fYear
1985
fDate
19-21 June 1985
Firstpage
904
Lastpage
905
Abstract
This study analyzes the influence of technical support (TS) on overall computer user satisfaction as determined by multiple regression. The variables trouble shooting, 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. An interactive expert system (ES) for TS is demonstrated in this study. The implications for improvements in TS by updates to an AI data base are discussed and analyzed.
Keywords
Artificial intelligence; Computer industry; Computerized monitoring; Documentation; Equations; Expert systems; Manuals; Microcomputers; Regression analysis; Telecommunication computing;
fLanguage
English
Publisher
ieee
Conference_Titel
American Control Conference, 1985
Conference_Location
Boston, MA, USA
Type
conf
Filename
4788746
Link To Document