Earticle

초록

영어

As Information Technology has developed, The structure of information system used in organizations is changing from centralized computing structure to distributed computing structure. The roles of information department have expanded, which is not only develope and maintain system but also provide usage-support service to end-user. If organization support end-user properly, they get many benefits. if they don't do it properly, they waste many resource. Therefore, the purpose of this study is the search for quality determinant factors and type of information that provide user effective service under web-based information system. The result of this study is as follow First, when SERVQUAL is used, the quality determinant factors of usage-support service are categorized three, which is responsibility and assurance, empathy and tangable, and reliability. When SERVPERF is used, the determinant factors consist of five, but the use of assurance as a factor is cautious. Second, reliability and tangability among determinant factors affect general service quality, and tangibility is most important factors. third, When the locations of user are distributed the degree of general service quality is not different whether formal or informal information center provide usage-support service. This study may suggest practical implication as follows; First, as user are good at to use information system the degree of importance for tangibility are decreased. when user are individualized and improve their ability to use information system, empathy will not be important factors any more, therfore it assume that reliability will be most important factors. Second, if organizations promote not only formal informaton center but also informal inforamtion center they may support end-user more effectively. However, this study has the following limitations: First, it is difficult to generalize the result of this study Second, service quality determinant factors used in this study don't explain the influence to general service quality fully. Third, this study analyze a simple relation between service quality determinant factor and general service quality. Finally, this study don't distinguish between information system service and information support service.

한국어

Parasuraman, Zaithmal, 그리고 Berry에 의하여 개념화된 서비스의 결정 요인인 신뢰성, 반응성, 보장성, 공감성, 유형성의 차원이 WIS환경에서 적합한지 분석한 결과 측정척도로서 SERVQUAL을 사용할 경우 반응성과 보장성, 공감성과 유형성, 신뢰성의 3개 요인으로 사용되어 질 수 있으며, SERVPERF를 사용할 경우 5개 요인이 사용되어질 수 있었다. 품질결정요인 중 신뢰성과 유형성이 유의하게 서비스 품질에 영향을 미치는 것으로 나타났다. 컴퓨터 사용환경이 더욱 분산된 형태를 띠는 WIS환경에서는 사용자 지원서비스를 위하여 공식적 정보센터뿐만 아니라 비공식적 정보센터를 효율적으로 활용해야 할 것이다.

목차

요약
 1. 서론
 2. 이론적 배경
  2.1 웹정보시스템 사용지원 서버스의 결정요인
  2.2 서버스 품질
  2.3 정보시스템의 서버스 품질
 3. 연구모형과 가설의 설정
  3.1 연구모형의 목적과 범위
  3.2 가설의 설정
  3.3 변수의 조작적 정의
 4. 연구결과의 분석
  4.1 표본의 구성과 인구통계학적 분석
  4.2 신뢰성 분석
  4.3 타당성 분석
  4.4 연구모형에 대한 가설검정
 5. 연구의 결론
  5.1 연구의 결론과 시사점
  5.2 연구의 한계점
 참고문헌
 Abstract

저자

• 정상철 [ Sang-Chul Jung | 충남대학교 경영학과 교수 ]
• 임형수 [ Hyung-Soo Lim | 충남대학교 경영학과 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005