The Journal of the Korea Contents Association (한국콘텐츠학회논문지)

The Korea Contents Association (한국콘텐츠학회)
권호 표지
DOI QR코드

DOI QR Code

Public Information Quality, Customer Value and their Effects on Satisfaction of SMEs

공공정보의 품질, 고객가치 및 만족도에 관한 연구

  • Received : 2016.04.20
  • Accepted : 2016.06.24
  • Published : 2016.08.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to identify the factors which affect the customer value and satisfaction of public information services used by the researchers in SMEs(small-and-medium size enterprises). The results, based on statistical analyses of a survey conducted in Korea are as follows; 1) the customer value is positively influenced by the service quality; 2) the customer value, in turn, is positively associated with the customer satisfaction; 3) information needs moderate the relationship between service quality and customer value but does not moderate the relationship between the customer value and satisfaction.Our findings propose the importance of the service quality and the effort to maximize the information customer values.

본 연구의 목적은 공공정보 서비스에 대한 소비자 가치와 만족에 영향을 미치는 요인이 무엇인지 파악하는 것이며, 조사대상 집단은 국내 중소기업 소속연구원들로 하였다. 조사 분석 결과는 다음과 같다. (1) 고객가치는 서비스의 품질에 의해 영향을 받는다. (2) 고객가치는 소비자 만족도에 정의 영향을 미친다. (3) 고객의 정보수요는 서비스 품질과 고객가치 간의 관계를 조절한다, 그러나 고객가치와 만족도간의 관계는 조절하지 않는다. 본 연구 결과를 통해 공공정보서비스분야에 있어서 이용자의 만족도를 높이기 위해 정보서비스품질과 고객가치의 중요성을 확인할 수 있다.

Keywords

References

  1. V. A. Zeithaml, Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence," Journal of Marketing, Vol.52, pp.2-22, 1988. https://doi.org/10.2307/1251446
  2. P. G. Patterson and R. A. Spreng, "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-business, services context: an empirical examination," International Journal of Service Industry Management, 1997(8).
  3. WangYonggui,, Hing-Po Lo and Yongheng Yang,"An integrated framework for service quality, customer value, satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Vol.6, No.4, pp.325-340, 2004. https://doi.org/10.1023/B:ISFI.0000046375.72726.67
  4. Z. Yang and R. T. Peterson, "Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs," Psychology & Marketing, Vol.21, No.10, pp.799-822, 2004. https://doi.org/10.1002/mar.20030
  5. P. Doyle, Marketing Management and Strategy, 3rd edn. Financial Times Prentice Hall:Harlow, 2002.
  6. P. Kotler, Marketing Management, 11th edn., Prentice Hall: Upper saddle River, 2003.
  7. C. Liao, P. Palvia, and J. L. Chen, "Information Technology Adoption Behavior Life Cycle: Toward a Technology Continuance Theory (TCT)," International Journal of Information Management, Vol.29, No.4, pp.309-320, 2009. https://doi.org/10.1016/j.ijinfomgt.2009.03.004
  8. E. W. Anderson, C. Fornell, and D. R. Lehman, "Customer satisfaction, market share, and profitability: findings from Sweden," Journal of Marketing, Vol.58, pp.53-66, 1994.
  9. Gary Warnaby and Jill Finney, "Creating customer value in the not-for-profit sector: A case study of the British Library," Int. J. Nonprofit Volunt. Sect. Mark. Vol.10, pp.183-195, 1994.
  10. H. M. Oh, "Service quality, customer satisfaction, and customer value: Aholistic perspective," Hospitality Management, Vol.18, pp.67-82, 1999. https://doi.org/10.1016/S0278-4319(98)00047-4
  11. Z. Chen and Alan J. Dubinsky, "A Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation," Psychology & Marketing, Vol.20, No.4, pp.323-347, 2003. https://doi.org/10.1002/mar.10076
  12. W. H. DeLone and E. R. McLean, "Information systems success: the quest for the dependent variable," Information systems research, Vol.3, No.1, pp.60-95, 1992. https://doi.org/10.1287/isre.3.1.60
  13. P. B. Seddon, "A respecification and extension of the DeLone and McLean model of IS success," Information systems research, Vol.8, pp.240-253, 1997. https://doi.org/10.1287/isre.8.3.240
  14. P. G. Patterson and R. A. Spreng, "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-business, services context: an empirical examination," International Journal of Service Industry Management, Vol.8, pp.414-434, 1997. https://doi.org/10.1108/09564239710189835
  15. Y. S. Wang, "Assessing e-commerce systems success: a respecification and validation of the DeLone and McLean model of IS success," Info Systems J. Vol.18, pp.529-557, 2008. https://doi.org/10.1111/j.1365-2575.2007.00268.x
  16. A. Rai, S. S. Lang, and R. B. Welker, "Assessing the validity of IS success model: a empirical test and theoretical analysis," Information Systems Research, Vol.13, pp.50-69, 2002. https://doi.org/10.1287/isre.13.1.50.96
  17. P. Thomas and D. Hwaking, "Evaluation by Comparing Results Sets in Context. In Proceedings of the conference on information and knowledge management(CIKM)," Arlington Verginia, USA : ACM. pp.94-101, 2002.
  18. D. S. Johnson, F. Bardhi, and D. T. Dunn, "Understanding How Technology Paradoxes Affect Customer Satisfaction with Self-Service Technology : The Role of Performance Ambiguity and Trust in Technology," Psychology & Marketing, Vol.25, No.5, pp.416-443, 2008. https://doi.org/10.1002/mar.20218
  19. A. Bryman and D. Cramer, Quantitative Data Analysis: with SPSS Release 8 for Windows A Guide for Social Scientists, Routledge: London and New York, 1999.
  20. S. Turpin and W. Hersh, Why batch and user evaluationsdo not give the same results?, In Proceedings of the annual international ACM SIGIR conference on research and development in information retrieval, New Orleans, Louisiana, United States ACM, pp.225-231, 2001.
  21. Li Xiao and Subhasish Dasgupta, "MEASUREMENT OF USER SATISFACTION WITH WEB-BASED INFORMATION SYSTEMS:AN EMPIRICAL STUDY," - Eighth Americas Conference on Information Systems, 2002.
  22. Li Xiao, Subhasish Dasgupta, and Maarten Gelderman, "The relation between user satisfaction, usage of information systems and performance," Information & Management, Vol.34, No.1, pp.11-18, 1998. https://doi.org/10.1016/S0378-7206(98)00044-5
  23. L. Y. Cheng, C. C. Yang, and H. M. Teng, "An Integrated Model for Customer Relationship, Management: An Analysis and Empirical Study," Human Factors and Ergonomics in Manufacturing & Service Industries, Vol.2, No.12, pp.1-20, 2011.
  24. R. Bose and V. Sugumaran,"Application of Knowledge Management Technology in Customer Relationship Management," Knowledge and Process Hanagement, Vol.10, No.1, pp.3-17, 2003. https://doi.org/10.1002/kpm.163
  25. Z. Chen and Alan J. Dubinsky, "A. Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation. Psychology & Marketing," Vol.20, No.4, pp.323-347, 2003. https://doi.org/10.1002/mar.10076
  26. A. Parasuraman and D. Grewal, "The impact of technology on the quality-value-loyalty chain: a research agenda," Journal of the Academy of Marketing Science, Vol.28, pp.168-174, 2000. https://doi.org/10.1177/0092070300281015
  27. N. Flynn, Public Sector Management, Financial Times Prentice Hall: Harlow, 2002.
  28. D. Brown and S. Florella, Influence Marketing, Indianapolis: Que Publishing, 2013.
  29. D. Chapman and T. Cowdell, New Public Sector Marketing, Financial Times Pitman Publishing: London, 1998.
  30. R. W. Belk, "Situational Variables and Consumer Behavior," Journal of Consumer Research, Vol.2, pp.157-164, 1975. https://doi.org/10.1086/208627
  31. M. D. Bunn, "Taxonomy of Buying Decision Approaches," The Journal of Marketing, Vol.57, No.1, pp.38-56, 1993. https://doi.org/10.2307/1252056
  32. W. B. Dodds, K. B. Monroe, and D. Grewal "Effect of Price, Brand, and Store Information on Buyer's Product Evaluation," Journal of Marketing Research, Vol.28, pp.307-319, 1991. https://doi.org/10.2307/3172866