The authors analyze the influence of technical support (TS) on overall computer user satisfaction as determined by multiple regression. Trouble shooting, user expectations, and documentation are found to be the most significant variables affecting overall satisfaction, whereas the number of computer systems and type of the microcomputer have the least significant effect in the user satisfaction model. An interactive expert system for TS is demonstrated. The implication for improvements in TS by updates to an AI database are discussed and analyzed.
|Original language||English (US)|
|Number of pages||2|
|Journal||Proceedings of the American Control Conference|
|State||Published - Dec 1 1985|
ASJC Scopus subject areas
- Electrical and Electronic Engineering