내부 IT감사의 컨설팅서비스 품질요인이 고객만족도에 미치는 영향에 관한 연구

• 영문명: An Effect on Customer Satisfaction by the Consulting Service Quality of Internal Information Technology Audit
• 발행기관: 한국IT서비스학회
• 저자명: 성기훈(Ki-Hoon Sung) 이정훈(Jung-Hoon Lee) 박소연(So-Yeon Park)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제9권 제4호, 71~94쪽, 전체 24쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.12.30

영문 초록

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research, we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy, and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

목차

1. 서 론

2. 연구의 이론적 배경

3. 연구 모형 및 가설

4. 연구 방법

5. 연구 결과

6. 결 론

키워드

Internal Audit Information Technology Audit Audit Quality Audit Service Quality Customer Satisfaction