References
- 노형진(2003), SPSS/AMOS에 의한 사회조사분석, 형설출판사.
- 박상규, 원구현, 함흥식(2005), "인터넷 쇼핑몰의 지각된 이용편리성과 유용성이 신뢰, 만족, 애호도에 미치는 영향," 한국경영과학연구, 22권 1호, 5월, pp. 83-101.
- 이성호, 안중호, 장정주(2006), "지각된 상호작용성의 매개역할이 모바일 콘텐츠 이용자의 태도 및 행동의도에 미치는 영향," 한국경영정보학회, 16권 3호, pp. 205-227.
- Anderson, E.W. and Fornell, C.(1994), A customer satisfaction research prospectus in Service Quality: New Directions in Theory and Practice, Thousand Oaks, CA: Sage Publications, pp. 241-268.
- Bateson, J.E.G.(1985), "Self-service consumer: an exploratory study," Journal of Retailing, Vol. 61, Fall, pp. 49-76.
- Bitner, M.J.(1990), "Evaluating service encounters: the effects of physical surroundings and employee responses,"Journal of Marketing, Vol. 54, April, pp. 69-82. https://doi.org/10.2307/1251871
- Dabholkar, P.A.(1996), "Consumer evaluations in new technology-based self-service options: an in vestigation of alternative models of service quality," International Journal of Research in Marketing, Vol. 13, No. 1, pp. 29-51. https://doi.org/10.1016/0167-8116(95)00027-5
- Davis, F.(1993), "User acceptance of information technology: system characteristics, user perceptions, and behavioral impacts,"International Journal of Man-Machine Studies, Vol. 38, pp. 475-487. https://doi.org/10.1006/imms.1993.1022
- Flavin, C., Guinalu, M., and Gurrea, R.(2006), "The role played by perceived usability, satisfaction and consumer trust on website loyalty,"Information & Management, Vol. 43, No. 1, pp. 1-23. https://doi.org/10.1016/j.im.2005.01.002
- Gartner Group(2005), Government in 2020: taking the long view, December.
- Gremeler, D.D. and Gwinner, K.P.(2000), "Custom er-employee rapport in service relationships," Journal of Services Research, Vol. 3, No. 1, pp. 82-104. https://doi.org/10.1177/109467050031006
- Jiang, J.J., Klein, G., and Christopher, L.(2002). "Me asuring information system service quality: SERV QUAL from the other side,"MIS Quarterly, Vol. 26, No. 2, pp. 145-166. https://doi.org/10.2307/4132324
- King, S.F.(2007), "Citizens as customers: exploring the future of CRM in UK local government," Govern ment Information Quarterly, Vol. 24, pp. 47-63. https://doi.org/10.1016/j.giq.2006.02.012
- Langeard, E., Bateson, J., Lovelock, C.H., and Eig lier, P.(1981), Services marketing: new insights from consumers and managers, Cambridge, MA: Marketing Science Institute.
- Lee, H.J.(2007), "Future ubiquitous government evolution: Government 3.0,"Ubiquitous Society Research Series (Korean), Vol. 29, pp. 1-15.
- Mano, H. and Oliver, R.L.(1993), "Assessing the dimensionality and structure of consumption experience: evaluation, feeling, and satisfaction," Journal of Consumer Research, Vol. 20, December, pp. 451-466. https://doi.org/10.1086/209361
- Meuter, M.L., Ostrom, A.L., Roundtree, R.I., and Bitner, M.J.(2000), "Self-service technologies: understanding customer satisfaction with technology- based service encounters,"Journal of Marketing, Vol. 64, pp. 50-64.
- Mills, P.K., Chase, R., and Margulies, N.(1983), "Mo tivating the client/employee system as a service production strategy,"Academy of Management Review, Vol. 8, No. 2, pp. 301-310.
- Mulligan, P. and Gordon, S.(2002),"The impact of information technology on customer and supplier relationships in the financial services," Internatio nal Journal of Service Industry Management, Vol.13, No. 1, pp. 29-46. https://doi.org/10.1108/09564230210421146
- Nielsen, J.(1999), "User interface directions for the Web,"Communications of the ACM, Vol. 42, No. 1, pp. 65-72. https://doi.org/10.1145/291469.291470
- Parasuraman, A., Zeithaml, V.A., and Berry, L.(1988), "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality," Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
- Parasuraman, A.(1996), "Understanding and leveraging the role of customer service in external, interactive and internal marketing,"paper presented at Frontiers in Services Conference, Nashville, TN(October).
- Parasuraman, A.(1998), "Customers' comfort level with technology-based services: an empirical study," paper presented at AMA Winter Educator's Conference, Austin, TX (February 21-24).
- Pavlou, P.(2002), "Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model,"International Journal of Electronic Commerce, Vol. 7, No. 3, pp. 101-134.
- Pitt, L., Watson, R., and Kavan, C.(1997), "Measu ring information systems service quality: Concerns for a complete canvas,"MIS Quarterly, Vol. 21, pp. 209-221. https://doi.org/10.2307/249420
- Rayport, J.F. and Sviokla, J.J.(1994), "Managing in the marketspace", Harvard Business Review, Vol. 72, November/December, pp. 2-11.
- Selnes, F. and Hansen, H.(2001),"The potential hazard of self-service in developing customer loyalty," Journal of Service Research, Vol. 4, No. 2, pp. 79-90. https://doi.org/10.1177/109467050142001
- Slabey, R.(1990),"QFD: A basic primer. Excerpts from the implementation manual for the three day QFD workshop,"Transactions from the Second Symposium on Quality Function Deployment, Michigan, June, pp. 18-19.
- Strong, D., Lee, Y., and Wang, R.(1997),"Data quality in context," Communications of the ACM, Vol. 40, No. 5, pp. 103-110. https://doi.org/10.1145/253769.253804
- Tax, S.S., Brown, S.W., and Chandrashekaran, M.(1998), "Customer evaluations of service complaint experiences: implications for relationship marketing,"Journal of Marketing, Vol. 62, April, pp. 60-76. https://doi.org/10.2307/1252161
- Van Dyke, T., Kappelman, L., and Prybutok, V. (1997), "Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire," MIS Quarterly, Vol. 21, pp. 195-208. https://doi.org/10.2307/249419
- Wisniewski, M.(2001), "Using SERVQUAL to assess customer satisfaction with public sector services," Managing Service Quality, Vol. 11, No. 6, pp. 380-388. https://doi.org/10.1108/EUM0000000006279
- Zeithaml, V.A., Berry, L., and Parasuraman, A.(1993), "The nature and determinants of customer expectations of service,"Journal of the Academy of Mar keting Science, Vol. 21, No. 1, pp. 1-12. https://doi.org/10.1177/0092070393211001