Faculty Scholarship 1994 - Present

Stakeholder Expectations Regarding User Support

The purpose of this study was to gain an understanding of user expectations regarding appropriate user support. Users are stakeholders of the systems they use to perform the work of the organization in an effective and efficient manner. Each stakeholder has individual expectations regarding the nature and level of appropriate user support that should be provided. The survey population consisted of 493 subjects. Each subject was asked to respond to 78 questions related to their perception of appropriate user support. In essence, the survey respondents were being asked to provide their definition of "quality' user support. In an age of concern about quality, this working definition, developed based upon the responses of system stakeholders, provides valuable insights for use by information services (IS) management.