Earticle

초록

영어

This paper examines the validity of the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure the IS customers’ expectations and perceived quality of the services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. This on-going research so far, has been applied to six (6) different organizations that have received IT consulting services over the past years. From the preliminary data collected, the correlation and the factor analyses were conducted to understand the underlying concept and refinement of the measurement tool. Although the correlation analysis showed a little tendency of collinearity among some of the variables, all showed sound relationship of the proposed hypotheses. The exploratory factor analytic approach was chosen because it does not set any priori constraints on the estimation of components or the number of components to be extracted. The number of different factor solutions was extracted and tested to see which solution represents better grouping of the variables. The Crombach’s Alpha was computed on different combinations of the factor solutions to ensure validity. The results show 8-dimensional IT consulting SERVQUAL measures which they are, assurance, knowledge & skill, customer relationship, support, empathy, process management, expertise, and education, seem more appropriate than the originally proposed 6 dimensions. The study approach was non-experimental cross-sectional research design. The longitudinal design of follow-up studies to periodically revise and refine current measure is strongly recommended for fine tuning of the tool.

목차

Abstract
 1. Introduction
 2. Literature Review
  2.1 Definition of Servqual
  2.2 Develpments of Servqual
 3. Study Design
  3.1 Study Model
  3.2 FIELD
  3.3 SAMPLE AND METHODOLOGY
 4. Data Analysis
  4.1 Descriptive Statistic
  4.2 Correlation Analysis
  4.3 Factor Analysis
  4.4 Naming After New Factor Solution
 5. Conclusion
 6. Limitations and Contributions
 References
 APPENDIX

키워드

저자

• 서현석 [ Hyunsuk Suh | 중앙대학교 경영학과 교수 ]

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