Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Public Internet Service and Customer Satisfaction with a Focus on Public Agencies in Korea

정부기관이 제공하는 인터넷 서비스의 고객 만족도 측정 및 평가

  • Park, Hee-Jun (Department of Information & Industrial Engineering, Yonsei University) ;
  • Son, Seok-Hee (Department of Information & Industrial Engineering, Yonsei University) ;
  • Kim, Hong-Sung (Department of Information & Industrial Engineering, Yonsei University)
  • 박희준 (연세대학교 정보산업공학과) ;
  • 손석희 (연세대학교 정보산업공학과) ;
  • 김홍성 (연세대학교 정보산업공학과)
  • Received : 2011.11.22
  • Accepted : 2011.12.05
  • Published : 2011.12.31
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Abstract

Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.

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