Earticle

초록

영어

In these days, the role of information system has been changed from just a supplier of hardware or software to that of comprehensive information systems service. In this issue, it is essential for it to have the service quality in information systems. But until now, many studies on service quality in information systems using only one measurement, SERVQUAL, has carried regardless of their types of speciality of industries. so it is natural that we have a lot of problems on measuring the service quality in information systems. In this study I used a new evaluation viewpoints to measure the service quality in information systems and they are the bases at this study. by using them I could get the 6 dimensions of making service in information systems. The results are followed as; First, the result of analysing dimensions of service quality in information systems was divided into 6 quality dimensions such as information of output, assistance, attitude of service supplier, supplied equipment and facility, the operation of equipment and facility, the use of information. this measurement give several different service quality dimensions and indexes than those of present SERVQUAL method, and gave an example of the necessity of making a new appropiate method on measuring service quality. Second, the extracted dimension of service quality in information system influences on user`s satisfaction was all of the 6 dimensions were statistically significant effected-variables. These dimensions of service quality in information system should be significantly considered in making strategy. Third, there has been a lot of argument among scholars how to measure service quality. The consequence of effectiveness test in information system shows that perception score, the measured only by performance could explain the user`s satisfaction much better than the model which is carried on [expectation - perception]. It seems that next studies had better consider the differences in user`s expectation degree consisting dimensions of structured quality to make and establish a new service quality management strategy in information systems.

목차

I. 서론
 II. 이론적 배경
  1. 정보시스템의 서비스 특성
  2. 서비스품질 측정 모형
  3. 정보시스템의 서비스품질 측정에 관한 선행연구
  4. 정보시스템에서 SERVQUAL측정의 한계 및 서비스 수행시스템 재정의
 III. 연구모형 및 조사방법
  1. 연구모형
  2. 연구가설의 설정 및 변수의 조작적 정의
  3. 설문지의 구성 및 분석방법
 IV. 실증분석 및 분석결과의 해석
  1. 자료의 기술적 분석
  2. 변수의 신뢰성과 타당성 평가
  3. 가설의 검정 및 결과분석
 V. 요약 및 결론
 참고문헌
 Abstract

저자

• 엄흥섭 [ Heung Seop Eom | 동부산대학 사무자동화과 조교수 ]

참고문헌