A model of end user attitudes and intentions toward alternative sources of support

End-user computing has been the focus of research for over a decade. Recent studies on end-user computing support concluded that end users are dissatisfied with the support provided by the information center. In addition to support from an information center, end users seek help from informal sources and local MIS staff. In this study we examine why end-users prefer one source of support (e.g. information center) to another (e.g. local MIS staff). In order to understand end user preferences, we study the factors that affect end user attitude toward a support source. Attitude is an important component in determining user behavior toward using a support source. In this study, a model of end user attitudes and intentions toward the source of support is presented. Analysis of data collected from 108 middle-level managers shows that respondents preferred the use of local MIS staff to both information centers and informal support sources. The results appear to reflect an emerging trend in EUC support and implications of these results are examined in the study.

[1]  I. Ajzen,et al.  Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .

[2]  Robert P. Bostrom,et al.  Training End Users: An Experimental Investigation of the Roles of the Computer Interface and Training Methods , 1993, MIS Q..

[3]  I. Ajzen,et al.  Understanding Attitudes and Predicting Social Behavior , 1980 .

[4]  John F. Rockart,et al.  The management of end user computing , 1983, CACM.

[5]  Tor Guimaraes,et al.  Personal computing and support services , 1987 .

[6]  Houston H. Carr,et al.  Are information centers responsive to end user needs? , 1992, Inf. Manag..

[7]  Maryam Alavi,et al.  Managing the Risks Associated with End-User Computing , 1985, J. Manag. Inf. Syst..

[8]  Hugh J. Watson,et al.  Critical Success Factors for Information Center Managers , 1988, MIS Q..

[9]  François Bergeron,et al.  The management of the end-user environment: An empirical investigation , 1988, Inf. Manag..

[10]  Nicholas P. Vitalari,et al.  From the Research Director , 1986, Data Base.

[11]  Simha R. Magal.  A Model for Evaluating Information Center Success , 1991, J. Manag. Inf. Syst..

[12]  Lynn W. Hammond,et al.  Management Considerations for an Information Center , 1982, IBM Syst. J..

[13]  Tor Guimaraes,et al.  Sources of personal computing problems , 1989 .

[14]  Cynthia M. Jackson,et al.  Toward an Understanding of the Behavioral Intention to Use an Information System , 1997 .

[15]  Fred D. Davis,et al.  User Acceptance of Computer Technology: A Comparison of Two Theoretical Models , 1989 .

[16]  E. Turban,et al.  Information center management control measures: a survey and comparison , 1991 .

[17]  Douglas R. Vogel,et al.  An investigation of the information center from the user's perspective , 1985, DATB.

[18]  Houston H. Carr.  Information Centers: The IBM Model vs. Practice , 1987, MIS Q..

[19]  James C. Wetherbe,et al.  Information Centers: A Survey of Services, Decisions, Problems, and Successes , 1985 .

[20]  Sam T. Bratton.  How Far is it , 1929 .

[21]  Fred D. Davis.  A technology acceptance model for empirically testing new end-user information systems : theory and results , 1985 .

[22]  Blake Ives,et al.  The measurement of user information satisfaction , 1983, CACM.

[23]  Blair H. Sheppard,et al.  The Theory of Reasoned Action: A Meta-Analysis of Past Research with Recommendations for Modifications and Future Research , 1988 .

[24]  William R. King,et al.  The Development of a Measure for End-User Computing Support , 1994 .

[25]  Joseph G. Walls,et al.  A survey of current information center practices in southern California , 1989, [1989] Proceedings of the Twenty-Second Annual Hawaii International Conference on System Sciences. Volume IV: Emerging Technologies and Applications Track.

[26]  Magid Igbaria,et al.  Correlates of user satisfaction with end user computing: An exploratory study , 1990, Inf. Manag..

[27]  David H. Benson.  A Field Study of End User Computing: Findings and Issues , 1983, MIS Q..

[28]  Suzanne Rivard,et al.  Investigating the Support Role of the Information Center , 1990, MIS Q..

[29]  William J. Doll,et al.  The Measurement of End-User Computing Satisfaction , 1988, MIS Q..

[30]  Denis M. S. Lee.  Usage Patterns and Sources of Assistance for Personal Computer Users , 1986, MIS Q..

[31]  Leon A. Kappelman,et al.  The Convergence of Organizational and End-User Computing , 1993, J. Manag. Inf. Syst..

[32]  Gary Moore,et al.  Expansion and Control of End-User Computing , 1988, J. Manag. Inf. Syst..

[33]  Lawrence B. Chonko,et al.  Social responsibility and personal success: A research note , 1990 .

[34]  Wilpen L. Gorr,et al.  Key Information Systems Management Issues for the Public Sector , 1991, MIS Q..

[35]  Philip J. Pyburn.  Managing Personal Computer Use: The Role of Corporate Management Information Systems , 1987, J. Manag. Inf. Syst..

[36]  Henri Barki,et al.  Measuring User Participation, User Involvement, and User Attitude , 1994, MIS Q..

[37]  C BrancheauJames,et al.  The management of end-user computing , 1993 .

[38]  Y. Braunstein,et al.  Information management , 1996 .

[39]  R. Ryan Nelson,et al.  Educational Needs as Perceived by IS and End-User Personnel: A Survey of Knowledge and Skill Requirements , 1991, MIS Q..

[40]  Dana Edberg,et al.  User-Developed Applications: An Empirical Study of Application Quality and Developer Productivity , 1996, J. Manag. Inf. Syst..

[41]  Fritz H. Grupe,et al.  An examination of sources of support preferred by end-user computing personnel , 1993 .