System Response Time, Operator Productivity and Job Satisfaction

41 Pages Posted: 31 Oct 2008

See all articles by Raymond E. Barber

Raymond E. Barber

affiliation not provided to SSRN

Henry C. Lucas Jr.

New York University (NYU)

Date Written: January 1983


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.

Suggested Citation

Barber, Raymond E. and Lucas Jr., Henry C., System Response Time, Operator Productivity and Job Satisfaction (January 1983). Information Systems Working Papers Series, Vol. , pp. -, 1983. Available at SSRN:

Raymond E. Barber (Contact Author)

affiliation not provided to SSRN

No Address Available

Henry C. Lucas Jr.

New York University (NYU) ( email )

Bobst Library, E-resource Acquisitions
20 Cooper Square 3rd Floor
New York, NY 10003-711
United States

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