다양한 IT기반 서비스 분야에서의 품질 결정요인에 관한 비교 연구

• 영문명: A Comparison Study on Quality Factors of Various IT-based Service Areas
• 발행기관: 한국산업경영시스템학회
• 저자명: 김종수(Chong Su Kim)
• 간행물 정보: 『산업경영시스템학회지』제36권 제4호, 84~91쪽, 전체 7쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.12.31

영문 초록

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

목차

Abstract

1. 서론

2. 관련 연구

3. 복합연구모형

4. 분석 결과

5. 결론

Acknowledgement

References

키워드

Service Quality TAM SERVQUAL Internet Shopping Internet Banking Cloud Service