Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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A Comparison Analysis of Effects of System Factor on Satisfaction in Service Sectors

서비스 분야에서 시스템 요소가 만족도에 미치는 영향의 비교 분석

  • Kim, Chong-Su (Department of Industrial and Management Engineering, Hannam University)
  • 김종수 (한남대학교 산업경영공학과)
  • Received : 2011.03.08
  • Accepted : 2011.03.21
  • Published : 2011.03.31
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Abstract

In service science, it is critical to measure service satisfaction for innovating service processes, which is challenging for service sectors oriented to the usage of IT systems. For that purpose, in this study, a model based on the technology acceptance model and satisfaction measurement model is proposed. The model is empirically tested using data sets from a public service sector (G2B) and a private service sector (internet banking). The purpose of this study is to identify factors which affect the service satisfaction. The result shows that a public service sector is less sensitive to the IT systems on which its services are operated, and that the attitude factor strongly affects the service satisfaction in both sectors.

Keywords

References

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