DocumentCode :
1110167
Title :
Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines
Author :
Van Velsen, Lex S. ; Steehouder, Michaël F. ; De Jong, Menno D T
Author_Institution :
Univ. of Twente, Enschede
Volume :
50
Issue :
3
fYear :
2007
Firstpage :
219
Lastpage :
231
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.
Keywords :
customer satisfaction; human factors; technical support services; SERVQUAL framework; face-to-face helpdesk; human factor; technical product; technical service; telephonic helpline; user satisfaction; user support evaluation; Availability; Customer satisfaction; DVD; Documentation; Environmental economics; Packaging; Power generation economics; Professional communication; Telephony; Web and internet services; Helpdesk; SERVQUAL; helpline; user satisfaction; user support;
fLanguage :
English
Journal_Title :
Professional Communication, IEEE Transactions on
Publisher :
ieee
ISSN :
0361-1434
Type :
jour
DOI :
10.1109/TPC.2007.902660
Filename :
4295233
Link To Document :
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