AN INVESTIGATION OF FACTORS CONTRIBUTING TO SATISFACTION WITH END-USER COMPUTING PROCESS

This study attempts to identify the factors contributing to overall satisfaction in end-user computing (EUC) process. The sample of end-users, who worked in a micro or minicomputer environment, corresponds to the first three of the six categories in Rockart and Flannery's (1983) typology: nonprogramming end-users, command level users, and end-user programmers. A survey was conducted asking respondents to rate their satisfaction with EUC on various attributes of not only the EUC application but also the EUC process, including the support, training, etc. A factor analysis of the generated data supports seven of the hypothesized factors: 1) quality of technical support, 2) quality of EUC product, 3) timeliness 4) EUC application characteristics, 5) user training, 6) documentation, and 7) user participation. A regression of respondents' ratings of overall satisfaction on the resulting factors and some user characteristics suggests that the first four of the mentioned factors, and variables such as perceived effect on career, familiarity with pre-EUC manual operation, and experience with computer based IS contribute to overall satisfaction.