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A Longitudinal Case Study of End-User Satisfaction

A Longitudinal Case Study of End-User Satisfaction
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Author(s): Timo Leino (Turku School of Economics & Business Admin., Finland)
Copyright: 2005
Pages: 4
Source title: Managing Modern Organizations Through Information Technology
Source Editor(s): Mehdi Khosrow-Pour (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-822-2.ch073

Abstract

In this research, the end-user satisfaction has been studied in a longitudinal research. A survey based on UIS and EUCS models has been carried out in 1996, 1999 and 2003 in a business school. In this paper we reveal the main results of these surveys. Between the three points of time certain actions have taken place in the organization. The most interesting foundations relate to the standardization policy, to the 2-tier help desk and to the user training. All actions had a significant influence on user satisfaction.

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