{"id":"https://openalex.org/W1979997868","doi":"https://doi.org/10.1145/1499310.1499335","title":"Maintaining user satisfaction with performance of an online system","display_name":"Maintaining user satisfaction with performance of an online system","publication_year":1984,"publication_date":"1984-01-01","ids":{"openalex":"https://openalex.org/W1979997868","doi":"https://doi.org/10.1145/1499310.1499335","mag":"1979997868"},"language":"en","primary_location":{"id":"doi:10.1145/1499310.1499335","is_oa":true,"landing_page_url":"https://doi.org/10.1145/1499310.1499335","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/1499310.1499335","source":{"id":"https://openalex.org/S4210208138","display_name":"AFIPS conference proceedings","issn_l":"0095-6880","issn":["0095-6880"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the July 9-12, 1984, national computer conference and exposition on - AFIPS '84","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://dl.acm.org/doi/pdf/10.1145/1499310.1499335","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5017787681","display_name":"A. Martin Sellers","orcid":null},"institutions":[{"id":"https://openalex.org/I1339579626","display_name":"Online Computer Library Center","ror":"https://ror.org/02nv42w72","country_code":"US","type":"funder","lineage":["https://openalex.org/I1339579626"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"A. Martin Sellers","raw_affiliation_strings":["OCLC, Online Computer Library Center, Inc., Dublin, Ohio"],"affiliations":[{"raw_affiliation_string":"OCLC, Online Computer Library Center, Inc., Dublin, Ohio","institution_ids":["https://openalex.org/I1339579626"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5017787681"],"corresponding_institution_ids":["https://openalex.org/I1339579626"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.30434783,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"195","last_page":"195"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11813","display_name":"Library Collection Development and Digital Resources","score":0.9652000069618225,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T11813","display_name":"Library Collection Development and Digital Resources","score":0.9652000069618225,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.961899995803833,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12863","display_name":"Web and Library Services","score":0.9524000287055969,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/interlibrary-loan","display_name":"Interlibrary loan","score":0.7333298921585083},{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"User satisfaction","score":0.7119107246398926},{"id":"https://openalex.org/keywords/cataloging","display_name":"Cataloging","score":0.6471884846687317},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6397098898887634},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.5357351303100586},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5213845372200012},{"id":"https://openalex.org/keywords/component","display_name":"Component (thermodynamics)","score":0.5081737041473389},{"id":"https://openalex.org/keywords/field","display_name":"Field (mathematics)","score":0.4221958816051483},{"id":"https://openalex.org/keywords/digital-library","display_name":"Digital library","score":0.41086915135383606},{"id":"https://openalex.org/keywords/multimedia","display_name":"Multimedia","score":0.36773693561553955},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1752123236656189},{"id":"https://openalex.org/keywords/human\u2013computer-interaction","display_name":"Human\u2013computer interaction","score":0.13158640265464783},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.0848054587841034}],"concepts":[{"id":"https://openalex.org/C2776146408","wikidata":"https://www.wikidata.org/wiki/Q1078266","display_name":"Interlibrary loan","level":2,"score":0.7333298921585083},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.7119107246398926},{"id":"https://openalex.org/C2777922441","wikidata":"https://www.wikidata.org/wiki/Q3535655","display_name":"Cataloging","level":2,"score":0.6471884846687317},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6397098898887634},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.5357351303100586},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5213845372200012},{"id":"https://openalex.org/C168167062","wikidata":"https://www.wikidata.org/wiki/Q1117970","display_name":"Component (thermodynamics)","level":2,"score":0.5081737041473389},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.4221958816051483},{"id":"https://openalex.org/C513874922","wikidata":"https://www.wikidata.org/wiki/Q212805","display_name":"Digital library","level":3,"score":0.41086915135383606},{"id":"https://openalex.org/C49774154","wikidata":"https://www.wikidata.org/wiki/Q131765","display_name":"Multimedia","level":1,"score":0.36773693561553955},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1752123236656189},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.13158640265464783},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0848054587841034},{"id":"https://openalex.org/C124952713","wikidata":"https://www.wikidata.org/wiki/Q8242","display_name":"Literature","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.0},{"id":"https://openalex.org/C164913051","wikidata":"https://www.wikidata.org/wiki/Q482","display_name":"Poetry","level":2,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C97355855","wikidata":"https://www.wikidata.org/wiki/Q11473","display_name":"Thermodynamics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/1499310.1499335","is_oa":true,"landing_page_url":"https://doi.org/10.1145/1499310.1499335","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/1499310.1499335","source":{"id":"https://openalex.org/S4210208138","display_name":"AFIPS conference proceedings","issn_l":"0095-6880","issn":["0095-6880"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the July 9-12, 1984, national computer conference and exposition on - AFIPS '84","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.1145/1499310.1499335","is_oa":true,"landing_page_url":"https://doi.org/10.1145/1499310.1499335","pdf_url":"https://dl.acm.org/doi/pdf/10.1145/1499310.1499335","source":{"id":"https://openalex.org/S4210208138","display_name":"AFIPS conference proceedings","issn_l":"0095-6880","issn":["0095-6880"],"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the July 9-12, 1984, national computer conference and exposition on - AFIPS '84","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1979997868.pdf","grobid_xml":"https://content.openalex.org/works/W1979997868.grobid-xml"},"referenced_works_count":6,"referenced_works":["https://openalex.org/W1547004971","https://openalex.org/W2009145444","https://openalex.org/W2028429845","https://openalex.org/W2048847754","https://openalex.org/W2107232214","https://openalex.org/W6632614880"],"related_works":["https://openalex.org/W2966431241","https://openalex.org/W3114730187","https://openalex.org/W1492322081","https://openalex.org/W1990840378","https://openalex.org/W3116534149","https://openalex.org/W2047237781","https://openalex.org/W3121611491","https://openalex.org/W3125542908","https://openalex.org/W4387780588","https://openalex.org/W2363424428"],"abstract_inverted_index":{"This":[0],"paper":[1],"discusses":[2],"the":[3,27],"experience":[4],"of":[5,18,29,45,60],"OCLC,":[6],"Online":[7],"Computer":[8],"Library":[9],"Center,":[10],"Inc.,":[11],"with":[12,16,41],"maintaining":[13],"user":[14,39],"satisfaction":[15,40,62],"performance":[17],"its":[19,42],"online":[20,43,64],"system.":[21],"OCLC":[22],"is":[23,35,53,63],"an":[24],"innovator":[25],"in":[26],"field":[28],"automated":[30],"library":[31],"services.":[32],"Because":[33],"it":[34],"a":[36,54],"service":[37],"organization,":[38],"services":[44],"cataloging,":[46],"interlibrary":[47],"loan,":[48],"serials":[49],"control,":[50],"and":[51,72],"acquisitions":[52],"major":[55],"concern.":[56],"An":[57],"important":[58],"component":[59],"that":[61],"system":[65,73],"performance,":[66],"primarily":[67],"measured":[68],"by":[69],"response":[70],"time":[71],"availability.":[74]},"counts_by_year":[{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
