Survey on end-user satisfaction with end-user computing

Pao Yue-kong Library Electronic Theses Database

Survey on end-user satisfaction with end-user computing


Author: Yeung, Ching-ying, Ellen
Title: Survey on end-user satisfaction with end-user computing
Degree: M.B.A.
Year: 1993
Subject: End-user computing
Consumer satisfaction
Hong Kong Polytechnic -- Dissertations
Department: Dept. of Management
Pages: xii, 128 leaves : ill. ; 30 cm
Language: English
InnoPac Record:
Abstract: This report is an exploratory study of end-user satisfaction on end-user computing (EUC) strategies. This study, based on data collected from 190 end-users in 16 organizations in Hong Kong and interviews with 8 IC managers. It has examined the end-user computing strategies, organization structures relating to end-user computing, EUC support functions and individuals characteristics that affecting the success of EUC and the end-user satisfaction. The research findings have revealed that a hybrid of monopolistic and acceleration strategies is often found in the selected large organizations in Hong Kong. Control and support are accomplished by setting guidelines in selection of hardware and software; training on "usage of application" packages and help-desk. MIS department has lost its veto power over the choice of computing equipment and software. A key result from the findings is that end-user satisfaction level is positively and significantly related to the satisfaction level on the IC services and supports (Cross Table 1.3). The results also show that a higher level of support is perceived by female and those respondents over 35 years old (Cross Table 2.1 & 4.1); whereas education level and classification of users are negatively and significantly related to the feeling of support provided in the company (Cross Table 3.1 & 5.1). Other findings have indicated no significant relationship between end-user satisfaction and feeling on the level of support (Cross Table 1.1), feeling on the level of control (Cross Table 1.2), processing of request (Cross Table 1.5), range of products (Cross Table 1.6), sex (Cross Table 2.3), education level (Cross Table 3.3), and classification of users (Cross Table 5.3). Some common key challenges to IC managers in Hong Kong are: managing wide diversity of user demand, understanding user requirement, keeping with rapid change in computer technology; and gaining and retaining management support. The success factors of IC's include: developing policies and guidelines for end-user computing, getting user involvement and commitment, enforcing company standards as far as possible and realizing the importance of end-user computing by the top management.

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