A Comparative Analysis of Computer End-User Support in the Air Force and Civilian Organizations
Abstract
This study compared end-user computing support provided by the Air Force to support provided by civilian organizations with information centers and those without. Factors measured included the end user's demographics, applications used, the effect of computing on perceived confidence, productivity, quality and quantity of output, the importance of various types of support, and satisfaction with the support received from different sources. A survey was administered to 450 Air Force and 265 civilian end users; 416 were returned (response rate of 58.18%). Although there were significant demographic differences between end users, there were no differences in types of support required. Training, Maintenance, and Recovery support were rated as most important to end users. Combinations of applications used rather than single applications served to discriminate between end users. Information centers and computer user support offices provided the best support to end users when satisfaction ratings were weighted by the importance ratings. Indications point out that civilian organizations may be doing a better job of managing information as a resource at the end-user computing level than the Air Force. The study concluded that information centers are an appropriate means of providing support to Air Force end users.
Document Details
- Document Type
- Technical Report
- Publication Date
- Dec 01, 1991
- Accession Number
- ADA244118
Entities
People
- Douglas A. Kveene
- Maureen C. Casey
Organizations
- Air Force Institute of Technology