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The Impact of Different Media Use on Service Quality: An Empirical Investigation of End-User Satisfaction in Help-Desk Based on SERVQUAL

The Impact of Different Media Use on Service Quality: An Empirical Investigation of End-User Satisfaction in Help-Desk Based on SERVQUAL
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Author(s): Sang-Gun Lee (University of Nebraska-Lincoln, USA), Zoonky Lee (University of Nebraska-Lincoln, USA)and Sangjin Yoo (Keimyung University, Korea)
Copyright: 2002
Pages: 4
Source title: Issues & Trends of Information Technology Management in Contemporary Organizations
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-930708-39-6.ch075
ISBN13: 9781930708396
EISBN13: 9781466641358

Abstract

In this paper, we investigated the relationship between different media use and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL (Parasuraman et al. 1985): reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that use of conventional media is related to help desk satisfaction through reliability and empathy and electronic media shows a higher satisfaction in tangibles and assurance. Also, hybrid media users show a higher satisfaction in reliability and responsibility. The results suggest that automating help desks should be considered as a way to provide more various options to end-users.

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