Media selection and end-user satisfaction: an empirical study of help-desk using SERVQUAL

Authors:
Sang-Gun Lee;Sangjin Yoo;Zoonky Lee
Affiliations:
University of Nebraska-Lincoln;Keimyung University, Korea;University of Nebraska-Lincoln
Venue:
Computing information technology
Year:
2003

Citing 7
Cited 0

Organizational information requirements, media richness and structural design

Management Science
“A study of influence in computer-mediated group decision making"

Management Information Systems Quarterly
Multivariate data analysis (4th ed.): with readings

Multivariate data analysis (4th ed.): with readings
Communication richness in electronic mail: critical social theory and the contextuality of meaning

MIS Quarterly
Panic at the help desk

Software Magazine
The evolution of user behavior in a computerized conferencing system

Communications of the ACM
Communication Technology

Communication Technology

Quantified Score

Hi-index	0.00

Visualization

Abstract

In this paper, we investigate the relationship between the use of different media and customer satisfaction in help desk service. Different dimensions of customer satisfaction were derived based on SERVQUAL: reliability, empathy, assurance, tangibles, and responsiveness. The results support our hypotheses that the use of conventional medial (face-to-face and telephone) is related to help desk satisfaction, through reliability and empathy and electronic media (e-mail and Internet), users show higher satisfaction in tangibles and assurance. Also, hybrid media users (multi-media users by task) show a higher level of satisfaction in reliability and responsibility. The results suggest automating help desks should be considered as a way to provide more options to end-users.