EFFECTS OF TECHNICAL SUPPORT ON USER SATISFACTION USING AN INTERACTIVE ARTIFICIAL INTELLIGENCE EXPERT SYSTEM.

Research output: Contribution to journalConference article

Abstract

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 languageEnglish (US)
Pages (from-to)904-905
Number of pages2
JournalProceedings of the American Control Conference
StatePublished - Dec 1 1985

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Microcomputers
Expert systems
Artificial intelligence
Computer systems

ASJC Scopus subject areas

  • Control and Systems Engineering

Cite this

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title = "EFFECTS OF TECHNICAL SUPPORT ON USER SATISFACTION USING AN INTERACTIVE ARTIFICIAL INTELLIGENCE EXPERT SYSTEM.",
abstract = "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.",
author = "Avi Rushinek and Sara Rushinek",
year = "1985",
month = "12",
day = "1",
language = "English (US)",
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journal = "Proceedings of the American Control Conference",
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publisher = "Institute of Electrical and Electronics Engineers Inc.",

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N2 - 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.

AB - 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.

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