Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines
Velsen, Lex S. van and Steehouder, Michael F. and Jong, Menno D.T. de (2007) Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines. IEEE Transactions on Professional Communication, 50 (3). pp. 219-231. ISSN 0361-1434
|Abstract:||In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customer satisfaction are not applicable in these contexts. Three quality dimensions were found instead: solution quality, the experience of the consultation, and, in the case of a physical environment, the so-called tangibles. Helpdesk customers base their overall quality perceptions mainly on their experiences during a consultation, while helpline customers focus strongly on the quality of the solution offered.
The study also found a connection between the perceived helpline quality and the appreciation of the primary service.
|Copyright:||© 2007 IEEE|
Faculty of Behavioural, Management and Social sciences (BMS)
|Link to this item:||http://purl.utwente.nl/publications/58596|
|Export this item as:||BibTeX|
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