IT 보안 서비스 품질 측정 방법으로서의 정량 지표의 사용 가능성

• 영문명: Feasibility of using quantitative indices for measuring IT security service quality
• 발행기관: 한국산업경영시스템학회
• 저자명: 경지훈(Ji Hun Kyung) 김종수(Chong Su Kim)
• 간행물 정보: 『한국산업경영시스템학회 학술대회』2015년 추계학술대회 논문집, 80~86쪽, 전체 7쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2015.10.31

영문 초록

IT security service protects their networked information asset and infrastructures using experts’ knowledge. To improve its service quality, by exploring quality factors and assessing the quality level, an approach based on a research model is required. Several research models have been proposed and used in various service area, but few cases of IT security service are found. In this work, a research model of service quality has been proposed, based on the existing research models such as SERVQUAL and E-S-QUAL. The factors which affect the quality of IT security service and the best quality measure including quantitative measures have been identified. By comparing them, the feasibility of using quantitative measures for quality measures has been addressed. For analysis, structural equation modeling and various statistical methods were used. The result shows that, among the three quality measures, satisfaction is the most significantly affected one by quality factors. The quantitative measures show positive correlation with other perceived quality measures. The analysis of the result provides several suggestions which can be used in measuring and improving the quality of IT security service. Emotional factors such as empathy are as important as the swiftness of service, which leads to a strategy of quality improvement based on customer satisfaction, not solely on technology only. And, in order to design reliable quantitative measures, standards such as rational target processing time should be first established. The work of this research will provide efficient tools to improve the quality of IT security service and help the quality research for other service areas.

목차

1. 서론

2. 선행 연구

3. 연구 모형의 설정

4. 분석 방법 및 분석 결과

5. 추가 연구 과제

키워드

Service Quality Structural Equation Modeling E-S-QUAL