IEEE Transactions on Professional Communication Sep 2007

Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines

L.S. van Velsen ; M.F. Steehouder University of Twente ; M.D.T. de Jong

Abstract

In addition to technical documentation, face-to-face helpdesks and telephonic helplines are a powerful means for supporting users of technical products and services. This study investigates the factors that determine user satisfaction with helpdesks and helplines. A survey, based on the SERVQUAL framework and questionnaire, shows that the SERVQUAL dimensions of customer satisfaction are not applicable in these contexts. Three quality dimensions were found instead: solution quality, the experience of the consultation, and, in the case of a physical environment, the so-called tangibles. Helpdesk customers base their overall quality perceptions mainly on their experiences during a consultation, while helpline customers focus strongly on the quality of the solution offered. The study also found a connection between the perceived helpline quality and the appreciation of the primary service.

Journal
IEEE Transactions on Professional Communication
Published
2007-09-01
DOI
10.1109/tpc.2007.902660
CompPile
Search in CompPile ↗
Open Access
Closed
Topics
assessment technical communication affect and writing
Export
BibTeX RIS

Citation Context

Cited by in this index (1)

  1. Robles (2018)
    Resolving Discourse at Technical-Support Helpdesks
    IEEE Transactions on Professional Communication

Cites in this index (0)

No references match articles in this index.

Also cites 30 works outside this index ↓
  1. 10.1075/pbns.143
     ↗
  2. 10.1145/1132469.1132471
     ↗
  3. 10.1146/annurev.ps.40.020189.000545
     ↗
  4. 10.2307/1251446
     ↗
  5. 10.1037/0882-7974.6.4.499
     ↗
  6. 10.1023/A:1011111329176
     ↗
  7. 10.1145/982372.982383
     ↗
  8. 10.1108/09564239810238848
     ↗
  9. 10.1108/02652329610130127
     ↗
  10. 10.1108/08876040010327211
     ↗
  11. 10.2307/1251430
     ↗
  12. 10.1108/09604520110410601
     ↗
  13. 10.1111/j.1540-5915.1994.tb01868.x
     ↗
  14. 10.2307/1252296
     ↗
  15. 10.1016/0738-3991(96)00890-7
     ↗
  16. 10.1108/03090569610105762
     ↗
  17. 10.1145/502269.502272
     ↗
  18. 10.2307/248851
     ↗
  19. 10.1016/S0148-2963(00)00171-5
     ↗
  20. 10.1016/S0378-7206(99)00034-8
     ↗
  21. 10.1109/IPCC.2003.1245484
     ↗
  22. 10.1145/513264.513272
     ↗
  23. 10.1002/(SICI)1096-908X(200003/04)12:2<103::AID-SMR205>3.0.CO;2-S
     ↗
  24. mirani (1994)
    impacts of end-user and information center characteristics on end-user computing support
    J Manage Inf Syst  ↗
  25. 10.2307/249687
     ↗
  26. 10.1023/A:1009794622860
     ↗
  27. 10.1016/j.im.2004.11.007
     ↗
  28. 10.1177/1094670504266138
     ↗
  29. 10.2307/249419
     ↗
  30. 10.2307/1252256
     ↗
CrossRef global citation count: 13 View in citation network → Build reading path →

Related Articles

  1. The Peer Review Sep 2021
    Sheltering in Place, Working in Space: Reflections on an Online Writing Center at Home ↗
    Alex Claman; Alex Claman; Claire Seekins; Seanie Mardell
    rhetorical criticism graduate education teacher development argument assessment writing centers peer tutoring technical communication labor and working conditions digital rhetoric social media online writing instruction affect and writing body and rhetoric place and space
  2. IEEE Transactions on Professional Communication Jun 2017
    Creative Content Management: Importance, Novelty, and Affect as Design Heuristics for Learning Management Systems ↗
    Rudy McDaniel; Joseph R. Fanfarelli; Robb Lindgren
    assessment technical communication qualitative research online writing instruction affect and writing
  3. IEEE Transactions on Professional Communication Jun 2015
    Personas in Heuristic Evaluation: An Exploratory Study ↗
    Erin Friess
    writing pedagogy assessment technical communication empirical research affect and writing book reviews
  4. IEEE Transactions on Professional Communication Mar 2012
    Assessing the Impact of Student Peer Review in Writing Instruction by Using the Normalized Compression Distance ↗
    Sayuri Yoshizawa; Takao Terano; Atsushi Yoshikawa
    writing pedagogy teacher development revision assessment technical communication quantitative research affect and writing book reviews
  5. IEEE Transactions on Professional Communication Jan 2000
    An evaluation of the social perspective in the development of technical requirements ↗
    T.R. Adler
    discourse analysis argument collaborative writing assessment technical communication affect and writing