CRM을 고려한 공공행정 e-서비스 품질에 관한 실증적 연구

• 영문명: An Empirical Study on the e-Service Quality of Public Administration Considered CRM
• 발행기관: 한국IT서비스학회
• 저자명: 이채언(Chae-Eon Lee) 김광용(Gwangyong Gim)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제5권 제2호, 1~23쪽, 전체 23쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2006.08.01

영문 초록

  An Empirical study was done for finding the e-service quality of public administration focused on customer relationship management(CRM). The e-service quality of public administration was categorized as system quality, information quality, service quality, and CRM after doing a literature review in e-service quality and public administration. The validity and reliability of a questionnaire were examined through factor analysis and regression analysis was done using the customer satisfaction and efficiency improvement of public administration as dependent variables and the 7 factor scores from the factor analysis as independent variables.
  The results show for that 6 factors are not only very important in explaining the customer satisfaction but also partially important for efficiency improvement of public administration. In particular, CRM has significant effect on both customer satisfaction and efficiency improvement of public administration.

목차

Abstract
1. 서론
2. 이론적 배경
3. 연구 모형 및 방법
4. 분석 및 검증
5. 결론
참고문헌
저자소개

키워드

e-Service Quality Public Administration CRM