Users’ experiences of changes in university level print services
1University of Oulu, Faculty of Information Technology and Electrical Engineering, Department of Information Processing Science, Information Processing Science
|Online Access:||PDF Full Text (PDF, 1.1 MB)|
|Persistent link:|| http://urn.fi/URN:NBN:fi:oulu-201505211609
|Publish Date:|| 2015-05-26
|Thesis type:||Master's thesis
The aim of this research was to examine how the personnel of the Unviversity of Oulu experienced a change in print services. The print services managed by the university were replaced with print services provided by an external service provider. The management of the university was interested to find out how satisfied the employees were with the new services, so a master’s thesis topic for studying the experiences of the personnel was announced. The service provider, Canon, was interested in the results of the research, too. Data for the study was collected with a user satisfaction questionnaire that was sent to the personnel in February 2015. The survey consisted of open ended and closed-ended questions. The research was a qualitative case study and the emphasis was on qualitative analysis of the open ended questions. The data collected from the closed questions was analysed quantitatively. The findings of the study revealed that the users were quite satisfied with the new print services, and that some of the new features were highly appreciated. However, a few relatively clear areas of dissatisfaction existed, too. This research contributed to science by adding knowledge about managed print services, and on a more detailed level, about how personnel of a university experienced a change from print services managed by the university to print services provided by an outside service provider. Also, a possible positive relationship between implementing a managed print services solution and user satisfaction was found. On a practical level the findings provided helpful information for the university and the service provider for improving the new print services. Also, this study contributed to the research of information systems success, user resistance and user satisfaction in the context of managed print services.
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