User Satisfaction in Western Europe Medium Systems 1991

174 Pages·1991·9.1 MB·English

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DECEMBER
1991
USER
SATISFACTION IN
WESTERN EUROPE
MEDIUM
SYSTEMS
1991
INPUT
SWIY
Piccadilly House, 33/37 Regent Street, London 4NF, U.K. [phone]
24, avenue du Recteur Poincare, 75016 Paris, France [phone]
Sudetenstrasse 9, D-6306 Langgons-Niederkleen, Germany [phone]
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CAT. No. 23-108 PRINTED IN U.S.A.
DECEMBER
1991
USER
SATISFACTION
IN
WESTERN EUROPE
MEDIUM
SYSTEMS
1991
II 1
INPUT
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24, avenue du Recteur Poincare, 75016 Paris, France [phone]
Sudetenstrasse 9, D-6306 Langgons-Niederkleen, Germany [phone]
User Satisfaction, Medium Systems, 1991 INPUT
Researched and Published by
INPUT
House
Piccadilly
33/37 Regent Street
SW1Y4NF
London
England
Customer Services Programme - Europe
User Satisfaction, Medium Systems, 1991
Copyright 1991 by INPUT. All rights reserved.
Printed in United Kingdom. No part of this
publication may be reproduced or distributed
in any form or by any means, or stored in a
data base or retrieval system, without the prior
written permission of the publisher.
CE-UMl
- 1991
User Satisfaction, Medium Systems, 1991 INPUT
Abstract
This study presents data relating user perceptions of vendor service performance and
user satisfaction with the servicing of medium range computer systems.
The data presented in this study has been collected by INPUT between April and
September 1991 in a survey of computer users in nine European countries.
The study contains an analysis of the key findings that emmerge from the results of the
1991 survey of mid-range computer systems users.
Analysis related to the mid-range computer systems service performance of specific
equipment vendors includes:
Bull
•
• Digital
Hewlett-Packard
•
IBM
•
ICL
•
NCR
•
Stratus
•
Unisys
•
CE-UMl Copyright 1991 INPUT. Reproduction Prohibited.
Digitized by the Internet Archive
2015
in
https://archive.org/details/usersatisfaction11unse
1111
User Satisfaction Medium Systems, 1991 INPUT
Table of Contents
I Introduction
A
Objectives and Scope I-l
B Methodology I-l
C Report Structure 1-4
II Interpretation of the Data
A
Definitions II-
B
Statistics II-
C Ratings and Satifaction Index II-2
III Executive Overview
A
Vendors Achieve Overall User Satisfaction with
Medium Systems Service III-l
B Changing User Priorities III-2
C User Satisfaction in Western Europe - 111-3
1. Hardware Service 111-3
2. Systems Software Support 111-3
D
Country Market User Satisfaction III-5
1. Hardware Service III-5
2. Systems Software Support III-7
E The German Market III-10
F Vendor Performance Achievements III-11
rV User Satisfaction in Western Europe - Medium Systems
A
Introduction IV-
V Country Market Service Performance Data - Medium Systems
A
Introduction V-1
VI Vendor Service Performance Data - Medium Systems
A
Introduction VI-
Appendices
A INPUT 1991 Computer User Survey Questionnaire
CE-UMl Copyright 1991 INPUT. Reproduction Prohibited. II - B - 1
User Satisfaction Medium Systems, 1991 INPUT
List of Exhibits
I Introduction
I-l 1991 User Interview Programme User Sample by Country 1-2
1-2 1991 User Interview Programme User Sample by Vendor 1-3
III Executive Overview
m-1 Key Findings III-l
III-2 User Satisfaction with Hardware Service in Western Europe, 1991
Medium Systems III-4
III-3 User Satisfaction with Systems Software Support in Western Europe,
1991 Medium Systems III-5
ni-4 Country Market User Satisfaction with Hardware Service, 1991
Medium Systems III-9
III-5 Country Market User Satisfaction with Systems Software Support,
1991 Medium Systems III-IO
in-6 Leading Vendor Ranking - Hardware Service, 1991
Medium Systems III-12
in-7 Leading Vendor Ranking - Systems Software Support, 1991
Medium Systems III-12
IV User Satisfaction in Western Europe - Medium Systems
rV-l Western Europe 1991 Sample Distribution by Industry Sector
Medium Systems IV-2
IV-2 Western Europe 1991 User Satisfaction with Hardware Service
Medium Systems IV-3
IV-3 Western Europe 1991 User Satisfaction with Systems Software
Support Medium Systems IV-3
IV-4 Western Europe 1991 System Performance Data Medium Systems IV-4
IV-5 Western Europe 1991 Service Response and Repair/Fix Time
Performance Medium Systems IV-5
IV-6 Western Europe 1991 Service Provider Data Medium Systems IV-6
IV-7 Western Europe 1991 Users Views on Current Service Performance
Medium Systems IV-7
II - B-2 Copyright 1991 INPUT. Reproduction Prohibited. CE-UMl