SYSTEM RESPONSE TIME, OPERATOR PRODUCTIVITY AND JOB SATISFACTION

Abstract

This study examines the impact of on-line system response time on CRT operator productivity and job satisfaction. It was predicted that increase in response time would affect total transaction volume and total errors adversely, that is, total transaction volume would decrease with longer response times and total errors would increase. Total productive transactions, the difference between total transactions and total errors, was expected to decrease as response time increased. Operator job satisfaction was also expected to decrease.

The study confirmed the prediction with regard to total transactions and productive transactions: both decreased as response time increased. Total errors actually decreased as response time increased, up to times of 12 seconds. When response time exceeded 12 seconds, errors increased. The impact of response time on productivity suggests nearly all transactions should be completed in 12 seconds or less. Beyond this level, the organization in the study suffered severe penalties in lost productivity. A relationship was also found between increased response times and reduced job satisfaction.