Appendix B

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End-User Support Instrument

Tick the box that corresponds to the importance that each of the following 22 system attributes contribute to the performance of your job.

Irrelevant	Somewhat Important	Important	Very Important	Critical
1	2	3	4	5

		Importance
		1	2	3	4	5
1.	Ease of access for users to computing facilities.	□	□	□	□	□
2.	New hardware upgrades.	□	□	□	□	□
3.	New software upgrades.	□	□	□	□	□
4.	Access to external databases through the system.	□	□	□	□	□
5.	A low percentage of hardware and software down time.	□	□	□	□	□
6.	A high degree of technical competence of systems support staff.	□	□	□	□	□
7.	User confidence in systems.	□	□	□	□	□
8.	The degree of personal control users have over their systems.	□	□	□	□	□
9.	Systems responsiveness to changing users needs.	□	□	□	□	□
10.	Data security and privacy.	□	□	□	□	□
11.	System's response time.	□	□	□	□	□
12.	Extent of user training.	□	□	□	□	□
13.	Fast response time from system support staff to remedy problems.	□	□	□	□	□
14.	Participation in planning of the systems requirements.	□	□	□	□	□
15.	Flexibility of the system to produce professional reports, e.g. graphics and desktop publishing.	□	□	□	□	□
16.	Positive attitude of information systems staff to users.	□	□	□	□	□
17.	User's understanding of the system.	□	□	□	□	□
18.	Overall cost-effectiveness of information systems.	□	□	□	□	□
19.	Ability of the system to improve personal productivity.	□	□	□	□	□
20.	Documentation to support training.	□	□	□	□	□
21.	Help with database or model development.	□	□	□	□	□
22.	Standardization of hardware.	□	□	□	□	□

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