Journal of Information Management (정보관리연구)

Korea Institute of Science and Technology Information (한국과학기술정보연구원 과학기술정보센터)
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Factors Influencing the Service Quality and User Satisfaction related to Software as a Service(SaaS)' Information Supply

SaaS(Software as a Service)의 정보제공과 관련된 서비스 품질 및 사용자 만족에 미치는 영향요인

  • Shin, Ho-Kyoung (Graduate School of Information, Yonsei University) ;
  • Lee, Ho (Graduate School of Information, Yonsei University) ;
  • Shin, Ji-Myoung (Graduate School of Information, Yonsei University)
  • 신호경 (연세대학교 정보대학원) ;
  • 이호 (연세대학교 정보대학원) ;
  • 신지명 (연세대학교 정보대학원)
  • Received : 2011.03.07
  • Accepted : 2011.03.31
  • Published : 2011.04.30
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Abstract

In this paper, our goal is to examine the factors of service quality and user's satisfaction in Software as a Service(SaaS). Based on the theoretical framework like service quality theory we develop and test a theoretical model, propose hypotheses and analyze the effects of SaaS' flexibility and customizability on the service quality and the satisfaction of SaaS' users. For this research, questionnaire survey was conducted with literature study and the PLS(Partial Least Square) was used to analyze the measurement model and hypotheses testing. The PLS analysis results indicate that SaaS' flexibility affects SaaS' service quality and the users' satisfaction and SaaS users' satisfaction is influenced by SaaS' service quality. Furthermore, SaaS' customizability affects SaaS' service quality, however, does not affect the users' satisfaction. Practical implications of these findings and future research implications are also discussed.

본 연구에서는 SaaS라는 정보제공 서비스를 대상으로, SaaS의 정보제공과 관련된 서비스 품질 및 사용자 만족에 영향을 미치는 요인들을 규명해 보고자 한다. 구체적으로, 서비스 품질 이론을 중심으로 SaaS 유연성과 맞춤성이 SaaS 서비스 품질과 사용자 만족에 미치는 영향을 연구하였다. 본 연구를 위해 문헌연구와 더불어 설문조사를 실시하였으며, 수집된 자료는 PLS(Partial Least Square)를 이용하여 측정모형 및 가설검증을 실시하였다. 분석결과, SaaS의 유연성은 SaaS의 서비스 품질과 사용자 만족에 긍정적 영향을 미치며, 사용자의 SaaS 서비스 품질도 사용자 만족에는 긍정적 영향을 끼치는 것으로 나타났다. 또한 SaaS 맞춤성은 SaaS 서비스 품질에는 유의한 영향을 미치나, SaaS 사용자 만족에는 유의한 영향을 미치지 않는 것으로 나타났다. 이외에 본 연구결과에 대한 의의 및 한계점을 논의하였으며, 향후 연구에 대한 시사점도 언급하였다.

Keywords

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