Impacts of End-User and Information Center Characteristics on End-User Computing Support

Abstract:

In a cross-sectional survey of 114 information centers, it was found that support needed by end-users varied with their computing sophistication and the maturity of the information center. However, information centers did not take into account differences among users in designing support services, and provided all users with the same amount of support. For most users, the support provided was far less than the support needed, but end-user satisfaction was higher when more support needswere fulfilled. The implication of these results is that information centers are not making the requisite effort to identify and fulfill the support needs of their end-users.

Key Words and Phrases::

• end-user computing
• information center
• user-developed applications
• user satisfaction

Additional information

Notes on contributors

Rajesh Mirani

Rajesh Mirani is Assistant Professor in the Information and Quantitative Sciences Department, Merrick School of Business, University of Baltimore. His research interests focus on the management of end-user computing, and the justification of proposed information systems projects. His papers have been published in MIS Quarterly, Journal of Systems Management, and Journal of End User Computing. He is also a frequent contributor to professional conferences.

William R. King

William R. King is University Professor in the Katz Graduate School of Business at the University of Pittsburgh. He is the author of more than a dozen books and 200 papers that have appeared in the leading journals in management science and information systems. He has served as President of the Institute of Management Sciences(TIMS), as Senior Editor of the MIS Quarterly and as General Chair of the International Conference on Information Systems (ICIS).