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Sources of dissatisfaction in end-user support
16 references·16 citing·33 second hopsampled
Sources of dissatisfaction in end-user support (2002)Sources of dissatisfaction in end-user su…Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies1 (1998)Measuring Information Systems…Pragmatic Perspectives on the Measurement of Information Systems Service Quality1 (1997)Pragmatic Perspectives on the…Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1 (1997)Measuring Information Systems…Measuring Information Systems Service Quality: Concerns for a Complete Canvas1 (1997)Measuring Information Systems…Service Quality: A Measure of Information Systems Effectiveness (1995)Service Quality: A Measure of…A Structural Equation Model Of End-User Satisfaction With A Computer-Based Medical Information System (1994)A Structural Equation Model O…Tracking the evolution of the services marketing literature (1993)Tracking the evolution of the…More on improving service quality measurement (1993)More on improving service qua…Improving the measurement of service quality (1993)Improving the measurement of …Information Systems Success: The Quest for the Dependent Variable (1992)Information Systems Success: …The Measurement of End-User Computing Satisfaction (1988)The Measurement of End-User C…Factors Affecting Information Satisfaction in the Context of the Small Business Environment (1988)Factors Affecting Information…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The measurement of user information satisfaction (1983)The measurement of user infor…Development of a Tool for Measuring and Analyzing Computer User Satisfaction (1983)Development of a Tool for Mea…Perceptions of the Value of a Management Information System (1974)Perceptions of the Value of a…Analyzing E-Commerce Success using DeLone and McLean Model (2019)Analyzing E-Commerce Success …Enhancing end-user satisfaction through technology compatibility: An assessment on health information system (2018)Enhancing end-user satisfacti…Measuring web portals success: a respecification and validation of the DeLone and McLean information systems success model (2013)Measuring web portals success…Validating the Satisfaction and Continuance Intention of E-learning Systems (2012)Validating the Satisfaction a…An assessment of information systems service quality using SERVQUAL+ (2011)An assessment of information …Using importance performance analysis to understand and guide e‐business decision making in SMEs (2009)Using importance performance …Determinants of Strategic Utilization of Information Systems: A Conceptual Framework (2009)Determinants of Strategic Uti…The complex contribution of information technology capability to business performance (2008)The complex contribution of i…Applying Importance-Performance Analysis to Information Systems: An Exploratory Case Study (2008)Applying Importance-Performan…Reexamining the Link Between Customer Orientation and Business Performance: The Role of Information Systems (2007)Reexamining the Link Between …Applying importance-performance analysis to compare the changes of a convenient store (2007)Applying importance-performan…Using Importance-Performance Analysis to Evaluate E-Business Strategies among Small Businesses (2005)Using Importance-Performance …How involvement, IS management effectiveness, and end-user computing impact IS performance in manufacturing firms (2005)How involvement, IS managemen…Applying Importance-Performance Analysis to Evaluate E-Business Strategies among Small Firms (2004)Applying Importance-Performan…Understanding the Hidden Dissatisfaction of Users toward End-User Computing (2003)Understanding the Hidden Diss…Measuring e-Commerce effectiveness: a conceptual model (2003)Measuring e-Commerce effectiv…Coefficient Alpha and the Internal Structure of Tests (1951)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Information System Service Quality: Servqual from the Other Side1 (2002)Quality and effectiveness in Web-based customer support systems (2002)Online service quality dimensions and their relationships with satisfaction (2004)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer satisfaction with services: putting perceived value into the equation (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Refinement and reassessment of the SERVQUAL scale. (1991)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Determinants of customer satisfaction in retail banking (1996)The Relationships between Culture and Service Quality Perceptions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Measuring Service Quality: A Reexamination and Extension (1992)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Richard M. Cyert & James G. March, A Behavioral Theory of The Firm, Prentice-Hall, Inc., Englewood Cliffs, New Jersey, 1963, 332 s. (1964)Task-Technology Fit and Individual Performance (1995)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Design Science in Information Systems Research1 (2004)Validation Guidelines for IS Positivist Research (2004)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1992Information Systems Success: The Quest for the Dependent Variable10,674 cited
  • 1983Development of a Tool for Measuring and Analyzing Computer User Satisfaction2,543 cited
  • 1988The Measurement of End-User Computing Satisfaction2,448 cited
  • 1983The measurement of user information satisfaction1,829 cited
  • 1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1993Tracking the evolution of the services marketing literature977 cited
  • 1993More on improving service quality measurement878 cited
  • 1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited
  • 1997Pragmatic Perspectives on the Measurement of Information Systems Service Quality1446 cited
  • 1988Factors Affecting Information Satisfaction in the Context of the Small Business Environment285 cited
  • 1998Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies1276 cited
  • 1997Measuring Information Systems Service Quality: Concerns for a Complete Canvas1274 cited
  • 1974

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Perceptions of the Value of a Management Information System
249 cited
  • 1994A Structural Equation Model Of End-User Satisfaction With A Computer-Based Medical Information System221 cited
  • Cited by

    • 2007Reexamining the Link Between Customer Orientation and Business Performance: The Role of Information Systems123 cited
    • 2004Applying Importance-Performance Analysis to Evaluate E-Business Strategies among Small Firms102 cited
    • 2008The complex contribution of information technology capability to business performance79 cited
    • 2019Analyzing E-Commerce Success using DeLone and McLean Model73 cited
    • 2013Measuring web portals success: a respecification and validation of the DeLone and McLean information systems success model71 cited
    • 2008Applying Importance-Performance Analysis to Information Systems: An Exploratory Case Study63 cited
    • 2018Enhancing end-user satisfaction through technology compatibility: An assessment on health information system53 cited
    • 2005How involvement, IS management effectiveness, and end-user computing impact IS performance in manufacturing firms52 cited
    • 2005Using Importance-Performance Analysis to Evaluate E-Business Strategies among Small Businesses51 cited
    • 2012Validating the Satisfaction and Continuance Intention of E-learning Systems44 cited
    • 2007Applying importance-performance analysis to compare the changes of a convenient store43 cited
    • 2003Measuring e-Commerce effectiveness: a conceptual model42 cited
    • 2009Using importance performance analysis to understand and guide e‐business decision making in SMEs37 cited
    • 2003Understanding the Hidden Dissatisfaction of Users toward End-User Computing32 cited
    • 2011An assessment of information systems service quality using SERVQUAL+30 cited
    • 2009Determinants of Strategic Utilization of Information Systems: A Conceptual Framework20 cited