Rhetoric or Reality?: The Professed Satisfaction of Older Customers with Information Technology

Rhetoric or Reality?: The Professed Satisfaction of Older Customers with Information Technology

Charles E. Downing (Boston University, USA)
Copyright: © 1997 |Pages: 13
DOI: 10.4018/joeuc.1997010102
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Abstract

Customer satisfaction is one of the more prominent concerns managers face when implementing or using information technology (IT). This paper examines one dimension which is often believed to affect customer satisfaction with IT, the age of the user. The examination challenges the traditional methodology of direct user inquiry for measuring satisfaction, by adding the additional element of twenty-four hour monitoring of user behavior. A traditional survey is compared with behavioral data from various age groups, with the hypothesis being that older users will claim satisfaction on the traditional measure but not exhibit satisfaction in their behavior. However, contrary to this hypothesis, the usage data from the study supports the claims made on the survey, further refuting the notion that older customers are less likely to be satisfied with technology.

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