Development and Application of Service Quality Model for Public System

• 발행기관: 한국산업경영시스템학회
• 저자명: Jae Yul Lee(이재열) Geun-Wan Park(박근완) Seung-June Hwang(황승준)
• 간행물 정보: 『산업경영시스템학회지』제40권 제1호, 150~164쪽, 전체 15쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2017.03.30

영문 초록

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

목차

1. 서 론

2. 문헌 연구

3. 실증 분석

4. 결 론

키워드

Public System Quality Measurement Design Quality Primary and Additive Outcome Quality Environment Quality User Satisfaction