The effects of DSS group characteristics on client satisfaction

Despite the widespread use of decision-support systems (DSSs) by managers for problem-solving, little is known about how organizations support DSS users. The authors report on a field study of DSS groups to identify support characteristics that are related to client satisfaction with DSS services. The findings indicate that the proportion of DSS staff with functional data background is positively associated with client satisfaction with DSS group services. The findings also suggest that DSS group location, formalization, use of an evolutionary methodology, and top management support have no effect on client satisfaction. Suggestions for practice and future research are presented