Media Selection and End-User Satisfaction: An Empirical Study of Help-Desk Using SERVQUAL

Media Selection and End-User Satisfaction: An Empirical Study of Help-Desk Using SERVQUAL

Sang-Gun Lee (University of Nebraska-Lincoln, USA), Sangjin Yoo (Keimyung University, Korea) and Zoonky Lee (University of Nebraska-Lincoln, USA)
Copyright: © 2003 |Pages: 12
DOI: 10.4018/978-1-93177-752-0.ch008
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Abstract

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL: reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that the use of conventional media (face-to-face and telephone) is related to help desk satisfaction, through reliability and empathy and electronic media (e-mail and Internet), users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest automating help desks should be considered as a way to provide more options to end-users.

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Table of Contents
Preface
Steven Gordon
Chapter 1
Rawiwan Tenissara
Difficulties with navigation are common in hypertext documents. Many studies have examined techniques and design strategies to find the proper... Sample PDF
Navigational Tools in Hypertext Information Retrieval Frames and an Expandable Table of Contents
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Chapter 2
Yuan Gao
This chapter reviews recent studies in the use of Website presentation techniques for commercial Websites. In particular, it examines theoretical... Sample PDF
Website Interactivity and Amusement: Techniques and Effects
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Chapter 3
Victor Perotti
At any given Website, the flow of users’ visitations represents a valuable source of information for Web professionals. However, the identification... Sample PDF
Techniques for Visualizing Website Usage Patterns with an Adaptive Neural Network
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Chapter 4
Adrie Stander, Nata van der Merwe
This chapter introduces the use of usability factors as a means of predicting the e-commerce user experience. It argues objectively measurable... Sample PDF
Using Usability Factors to Predict the E-Commerce User Experience
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Chapter 5
Susan K. Lippert
Survey responses differ between direct paper and pencil (manual) administration and Internet-based (electronic) survey data collection methods.... Sample PDF
Social Issues in the Administration of Information Systems Survey Research
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Chapter 6
Jeffery Hsu
The role of the user interface (interaction mode) is of considerable importance, since the method of interaction can have an impact on both... Sample PDF
User Interfaces and Markup Language Programming: The Effects of Interaction Mode on User Performance and Satisfaction
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Chapter 7
Peter N. Hyland
This chapter explores the task of retrieving and analysing statistical data from external sources, such as national statistical agencies, government... Sample PDF
Development of a Task Model for the Analysis and Retrieval of Statistical Data
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Chapter 8
Sang-Gun Lee, Sangjin Yoo, Zoonky Lee
In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different... Sample PDF
Media Selection and End-User Satisfaction: An Empirical Study of Help-Desk Using SERVQUAL
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Chapter 9
End User Support Usage  (pages 146-160)
Robin Munkvold
This study explores how different end user qualities affect actual use of support sources in organizations. It identifies three qualities... Sample PDF
End User Support Usage
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Chapter 10
Anders Avdic
This chapter presents conditions and effects of User Systems Development using a Spreadsheet Program. It argues that User Systems Development using... Sample PDF
Users as Developers - Conditions and Effects of User Systems Development
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Chapter 11
Kathryn Marold, Gwynne Larsen
The authors traced the process of revising and updating a long-existing Micro-Based Software class at the undergraduate level at Metropolitan State... Sample PDF
Solving Common Business Problems with Microsoft Office
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Chapter 12
Jennifer P. Nightingale
This chapter introduces the concept of an Academic Management System, which is designed to enhance communication among faculty, staff, students, and... Sample PDF
Changing a Business School Corporate Culture: Teaching in the 21st Century on a Different Blackboard
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Chapter 13
Anabela Sarmento
This chapter discusses the role of the organizational context in the use of a workflow system. It argues there are organizational factors such as... Sample PDF
The Role of the Organizational Context in the Use of a Workflow System: Lessons from a Case Study
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Chapter 14
Steven Gordon, Paul Mulligan
The growth of the Internet and the rapidly evolving regulatory climate in the United States and abroad have radically altered the environment of the... Sample PDF
Strategic Models for the Delivery of Personal Financial Services: The Role of Infocracy
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Chapter 15
Chong Kim, Purnendu Mandal, Dale H. Shao
The number of strategic alliances formed between organizations has increased dramatically and are projected to continue increasing over the next few... Sample PDF
Role of Behavioral Factors in Strategic Alliances
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Chapter 16
Stu Westin
This chapter describes a general software-based approach to conducting online Web research through the development of a custom research tool.... Sample PDF
Building a Custom Client-Side Research Tool for Online Web-Based Experiments
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Chapter 17
Boris Wyssusek, Martin Schwartz
Contemporary understanding of information systems (IS) is flawed by fundamental problems in information systems research and practice. In this... Sample PDF
Towards a Sociopragmatic-Constructivist Understanding of Information Systems
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About the Authors