Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines

Velsen van, Lex S. and Steehouder, Michael F. and Jong de, Menno D.T. (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

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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.
Item Type:	Article
Copyright:	© 2007 IEEE
Faculty:	Behavioural Sciences (BS)
Research Group:	Technical and Professional Communication (TPC)
Link to this item:	http://purl.utwente.nl/publications/58596
Official URL:	http://dx.doi.org/10.1109/TPC.2007.902660
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