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

  • 11 Citations

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.
Original languageUndefined
Pages (from-to)219-231
Number of pages13
JournalIEEE transactions on professional communication
Volume50
Issue number3
DOIs
StatePublished - 2007

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Customer satisfaction
Physical environment
Documentation
Questionnaire

Keywords

  • user support
  • helpline
  • IR-58596
  • SERVQUAL
  • user satisfaction
  • Helpdesk
  • METIS-240890

Cite this

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title = "Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines",
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.",
keywords = "user support, helpline, IR-58596, SERVQUAL, user satisfaction, Helpdesk, METIS-240890",
author = "{van Velsen}, {Lex Stefan} and M.F. Steehouder and {de Jong}, {Menno D.T.}",
year = "2007",
doi = "10.1109/TPC.2007.902660",
volume = "50",
pages = "219--231",
journal = "IEEE transactions on professional communication",
issn = "0361-1434",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
number = "3",

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T1 - Evaluation of User Support: Factors That Affect User Satisfaction With Helpdesks and Helplines

AU - van Velsen,Lex Stefan

AU - Steehouder,M.F.

AU - de Jong,Menno D.T.

PY - 2007

Y1 - 2007

N2 - 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.

AB - 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.

KW - user support

KW - helpline

KW - IR-58596

KW - SERVQUAL

KW - user satisfaction

KW - Helpdesk

KW - METIS-240890

U2 - 10.1109/TPC.2007.902660

DO - 10.1109/TPC.2007.902660

M3 - Article

VL - 50

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JO - IEEE transactions on professional communication

T2 - IEEE transactions on professional communication

JF - IEEE transactions on professional communication

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