THE EFFECTS OF DSS GROUP CHARACTERISTICS ON CLIENT SATISFACTION

Decision support systems (DAZE) are widely used by managers to provide problem solving assistance. Despite their widespread use, little is k nown about how organizations support DAZE users. This paper reports on a field study of DAZE groups to identify support characteristics that are related to client satisfaction with DAZE services. The findings i ndicate that the proportion of DAZE staff with functional area backgro und is positively associated with client satisfaction with DAZE group services. The findings also suggest that DAZE group location, formaliz ation, use of an evolutionary methodology, and top management support have no effect on client satisfaction. Suggestions for practice and fu ture research are presented.