A model of computer user attitudes and intentions toward the source of support

End-user computing has been the focus of research for over a decade. Studies have shown that end-user computing has numerous benefits such as reduced information systems backlog, increased user productivity, and increased user satisfaction. However, end-user computing is not devoid of risks. Risks range from lack of application documentation to threats to corporate data integrity and data security. To realize full benefits of end-user computing, end users need adequate support. However, 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 information center, end users seek help other support sources such as informal sources and local MIS staff. Previous studies have not paid much attention to 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 dissertation, a model of end user attitudes and intentions toward the sources of support has been presented. A structured questionnaire was used to test the hypothesized relationships in the model. The instrument was subjected to a pretest and based on pretest results and suggestions of researchers in the field, the survey instrument was modified. The modified final instrument was mailed to 1000 middle level managers. A total of 108 usable responses were obtained. Analysis of results show that most of the hypotheses were supported. The hypothesized relationships between the constructs in the model appear to be valid.;It was found that local MIS staff support was present in most of the respondents' firms. Also, users seem to have stronger intentions to use local MIS staff over the other two support sources taken for the study. Another interesting finding is that respondents appear to prefer information center support over friends/colleagues support. The results appear to reflect the current end-user computing support status. The research model presents numerous opportunities for future research.