서비스 분야에서 시스템 요소가 만족도에 미치는 영향의 비교 분석

• 영문명: A Comparison Analysis of Effects of System Factor on Satisfaction in Service Sectors
• 발행기관: 한국산업경영시스템학회
• 저자명: 김종수(Chong-Su Kim)
• 간행물 정보: 『산업경영시스템학회지』제34권 제1호, 80~89쪽, 전체 10쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2011.03.30

영문 초록

In service science, it is critical to measure service satisfaction for innovating service processes, which is challenging for service sectors oriented to the usage of IT systems. For that purpose, in this study, a model based on the technology acceptance model and satisfaction measurement model is proposed. The model is empirically tested using data sets from a public service sector (G2B) and a private service sector (internet banking). The purpose of this study is to identify factors which affect the service satisfaction. The result shows that a public service sector is less sensitive to the IT systems on which its services are operated, and that the attitude factor strongly affects the service satisfaction in both sectors.

목차

1. 서 론

2. 이론적 배경 및 기존 연구

3. 연구 모형 및 방법론

4. 분석 및 논의

5. 결 론

키워드

Service Quality/Satisfaction Measurement Structural Equation Modeling