The Effects of Technical Support on User Satisfaction using an Interactive Artificial Intelligence Expert System

This study analyzes the influence of technical support (TS) on overall computer user satisfaction as determined by multiple regression. The variables trouble shooting, user expectations, and documentation are found to be the most significant variables affecting overall satisfaction, whereas, the variables, number of computer systems and the microcomputer (as the type of installation) have the least significant effect in the user satisfaction model. An interactive expert system (ES) for TS is demonstrated in this study. The implications for improvements in TS by updates to an AI data base are discussed and analyzed.