• 제목/요약/키워드: The Tools Measuring Service Quality

검색결과 18건 처리시간 0.023초

KS-SQI를 적용한 IT아웃소싱 서비스품질 평가도구에 관한 적합성 연구 (A Feasibility Study for Evaluation Measurement of IT Outsourcing Service Quality applied on KS-SQI)

  • 신미향
    • 한국산학기술학회논문지
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    • 제12권11호
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    • pp.4778-4787
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    • 2011
  • 본 연구의 목적은 서비스산업에서 서비스품질 평가에 자주 사용되었던 KS-SQI모형을 적용하여 IT아웃소싱 서비스품질 평가도구를 개발하는 것이다. 독립변수로 본원적 서비스, 예상외 서비스, 신뢰성, 친절성, 적극지원성, 접근용이성, 물리적 환경을 선정하였고, 이들이 IT아웃소싱 서비스품질 평가도구로서 적합한지를 검증하기 위해 IT아웃소싱 만족도에 영향을 주는지를 분석하고, IT아웃소싱 만족도는 재계약의도에 영향을 주는지를 조사하였다. 가설검증을 위해 LISREL을 활용하여 변수들 간의 경로분석을 실시한 결과, 본원적 서비스, 신뢰성, 친절성, 적극지원성, 접근용이성, 물리적 환경은 IT아웃소싱 만족도에 유의적인 영향을 주었고, 예상외 서비스는 유의적인 영향이 없는 것으로 나타났다. 그리고 IT아웃소싱 만족도는 재계약의도에 유의적인 영향을 주는 것으로 나타났다. 도출된 6개의 측정도구는 IT아웃소싱 서비스품질 평가도구로서 적합함이 입증되었다. 본 연구의 의의는 IT아웃소싱 서비스품질 평가에 KS-SQI모형을 적용한 측정도구를 개발함으로서 이론적인 확장을 이루었고, 실무적인 측면에서는 IT아웃소싱 제공업체와의 재계약을 위한 IT아웃소싱 서비스품질을 평가하는 도구로 활용될 수 있다.

전자상거래 평가모형에 관한 연구 : 인터넷 비즈니스모델을 중심으로 (Study on E-commerce Evaluation Model : Focused on "Internet Business Model")

  • 이영민
    • 유통과학연구
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    • 제14권1호
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    • pp.85-91
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    • 2016
  • Purpose - Recently, the importance of rapid change in business models is more and more increasing as the change of information technology environment. Therefore, a variety of business models have emerged. On the other hand, there is no company that can generate revenue. Many enterprises are still maintained while they are changing only their appearance of the business model. Business model is important in e-commerce. However, a lot of researches are targeted only in Web sites. Thus, e-commerce companies do not have the infrastructure for measuring and business models. The purpose of paper is to evaluate factors which are related with the structuring of the e-commerce success. And it proposed a financial items and non-financial items. From the perspectives of administrators and managers, the paper researches the possibility for E-Commerce Evaluation Model as a valuable criteria in measuring business model. Research design, data and methodology - The methods are taken by the classification for the type of business-to-business transactions, transactions subject, and the degree of integration and innovation capabilities. Financial and Non-financial value is used to build E-Commerce Evaluation Model. Evaluation items in Administration's perspective are composed with enhance the effectiveness of the mission, improving efficiency of the administration, and control of costs. Evaluation items in the customer's perspective were measured by customer participation and cooperation with customer Satisfaction. In the case of researching the information system's perspective, three criteria are used such as adequacy of the development process, improvement of the quality of service, and maintenance of standardized information technology. In researching for the ICT competence's perspective, evaluation items were composed of enhanced user capabilities, utilizing new technologies, and empowerment of information workers. Results - In this paper, E-Commerce Evaluation Model with financial and non-financial perspectives shows the possibility to be criteria in the case of measuring business model. Moreover, it gives the positive expectation to be successful criteria. But the research may have ambiguity in its essential concept because it cannot avoid the limitation in selecting evaluation tools from merely the model. It is impossible to exclude the possibility in omitting specific properties which may take place in actual case study. Therefore, In hereafter research, it is necessary to include actual case study research in selecting evaluation tools in order to improve the limit point. Actual measurement items which are derived from actual case study should be subdivided, and it would be more effective to complete the research. Conclusions - In rapid change in business models, there are various kinds of business models. But it is general situation that companies which adopted business models have not brought in revenue. For this reason, E-Commerce Evaluation Model is needed as an important factor for the structuring of the e-commerce success. Although it has the limitation in selecting evaluation tools from model, E-Commerce Evaluation Model proposes the implication for measuring business models as a valuable criteria.

정보서비스품질이 고객로열티에 미치는 영향에 관한 연구: 고객관계관리 관점 (The Effect of Information Service Quality on Customer Loyalty: A Customer Relationship Management Perspective)

  • 김형수;김승하;김영걸
    • Asia pacific journal of information systems
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    • 제18권1호
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    • pp.1-23
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    • 2008
  • As managing customer relationship gets more important, companies are strengthening information service using multi-channels to their customers as a part of their customer relationship management (CRM) initiatives. It means companies are now accepting such information services not as simple information -delivering tools, but as strategic initiatives for acquiring and maintaining customer loyalty. In this paper, we attempt to validate whether or not such various information services would impact on organizational performance in terms of CRM strategy. More specifically, our research objective is to answer the next three questions: first, how to construct the instruments to measure not information quality but information service quality?; second, which attributes of information service quality can influence corporate image and customer loyalty?; finally, does each information service type have unique characteristics compared with others in terms of influencing corporate image and customer loyalty? With respect to providing answers to those questions, the previous studies had been limited in that those studies failed to consider the variety of types of information service or restricted the quality of information service to information quality. An appropriate research model answering the above questions should consider the fact that most companies are utilizing multi channels for their information services, and include the recent strategic information service such as customer online community. Moreover, since corporate information service could be regarded as a type of products or services delivered to customer, it is necessary to adopt the criteria for assessing customer's perceived value when to measure the quality of information service. Therefore, considering both multi-channels and multi-traits may enable us to tell the detailed causal routes showing which quality attributes of which information service would affect corporate image and customer loyalty. As information service channels, we include not only homepage and DM (direct mail), which are the most frequently applied information service channels, but also online community, which is getting more strategic importance in recent years. With respect to information service quality, we abstract information quality, convenience of information service, and timeliness of information service through a wide range of relevant literature reviews. As our dependant variables, we consider corporate image and customer loyalty that both of them are the critical determinants of organizational performance, and also attempt to grasp the relationship between the two constructs. We conducted a huge online survey at the homepage of one of representative dairy companies in Korea, and gathered 367 valid samples from 407 customers. The reliability and validity of our measurements were tested by using Cronbach's alpha coefficient and principal factor analysis respectively, and seven hypotheses were tested through performing correlation test and multiple regression analysis. The results from data analysis demonstrated that timeliness and convenience of homepage have positive effects on both corporate image and customer loyalty. In terms of DM, its' information quality was represented to influence both corporate image and customer loyalty, but we found its' convenience have a positive effect only on corporate image. With respect to online community, we found its timeliness contribute significantly both to corporate image and customer loyalty. Finally, as we expected, corporate image was revealed to provide a great influence to customer loyalty. This paper provides several academic and practical implications. Firstly, we think our research reinforces CRM literatures by developing the instruments for measuring information service quality. The previous relevant studies have mainly depended on the measurements of information quality or service quality which were developed independently. Secondly, the fact that we conducted our research in a real situation may enable academics and practitioners to understand the effects of information services more clearly. Finally, since our study involved three different types of information service which are most frequently applied in recent years, the results from our study might provide operational guidelines to the companies that are delivering their customers information by multi-channel. In other words, since we found that, in terms of customer loyalty, the key areas would be different from each other according to the types of information services, our analysis would help to make decisions such as selecting strengthening points or allocating resources by information service channels.

정보시스템 이용자의 정보만족도 측정에 관한 이론적 고찰 (A Theoretical Study on the Measurement of User Information Satisfaction on the Information System)

  • 안상근;최민호;김성수
    • 농촌지도와개발
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    • 제4권1호
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    • pp.201-209
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    • 1997
  • The objective of this study were 1) to review concepts of user information satisfaction (UIS), 2) to analyze tools for measuring user information satisfaction, 3) to identify factors affecting information satisfaction. The study was carried out by the analysis of literatures related to information system. The construct of UIS has been operationalized in many different ways. Several studies employed single-item rating scales; such scales have been criticized as unreliable. Single-item scales also provide little information as to what the user finds dissatisfying(satisfying) and are thus of limited utility outside a research setting. Multiple-item UIS measures have become increasingly common. Generally, they are of two types. The first focuses on the information system product. With such diverse names as "system acceptance", "output quality", and "appreciation", these scales focus on the content of the information system and the manner in which the information is presented. The second type of multiple-item scale includes the organizational support for developing and maintaining the system as well as the system product itself. This type of instrument contains items concerned with training, documentation, development procedures, systems maintenance, etc., as well as items related to system content. Thus it provides an indicator of the overall quality of information services provided by an information service function. Generally, UIS measures have not been carefully validated. Recently, however, several rigorous attempts have been made to develop valid and reliable UIS measure.

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패션브랜드 유형에 따른 상품속성, 브랜드 인지의 차이 (The Difference of Goods Attribute, Brand Awareness by Fashion Brand Type)

  • 유태순;신원혜
    • 한국의류산업학회지
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    • 제8권6호
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    • pp.647-654
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    • 2006
  • The purpose of this study is to identify the differences among goods attribute and brand awareness on fashion brand type. we were intended to suggest characteristics of each consumer group by identifying the differences of consumers' purchasing activities. 672 of consumers by brand who frequently purchase casual brand were chosen for the analysis according to common brand classification of national brand, private brand and no brand. For the purpose of data analysis, we performed factorial analysis of measuring tools and credibility test. Concerning the differences of goods attribute, brand awareness by brand type, MANOVA, ANOVA was employed, complimented with Sheffe-test as a post hoc test in case of occurrence of any differences by group. The findings from the analysis are described in the following. Regarding goods attribute by fashion brand type, there existed a significant difference between brand types in all the sub factors of goods attribute such as product attribute, shop attribute, and price attribute. Especially, the difference of product attribute is much more significant in the areas of material suitableness, product assortment, aesthetic expression, size & quality, clothing maintenance, and clothing comfortableness. In case of shop attribute, there was a significant difference between groups in all the factors such as shop environment, convenience of shopping, sales promotion, service quality of sales clerk, location, and shop reputation. Concerning price attribute, we found a significant difference between groups in the factors of price value, price reasonableness, price information, and economical efficiency of price. As for the difference of brand awareness by brand type, among other factors, brand value had a difference between groups; that is, private brand was found to obtain the highest brand value awareness.

장애인의 치과의료서비스 이용 시 만족 요인에 관한 연구 (A STUDY ON THE SATISFACTION FACTORS OF THE DISABLED WHEN USING DENTAL CARE SERVICES)

  • 조혜림;김영재;윤태영
    • 대한장애인치과학회지
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    • 제10권1호
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    • pp.9-21
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    • 2014
  • This study aims to help utilize the dental treatment institutions for the disabled and provide high quality of medical services in the future by identifying the satisfaction factors for the patients of the dental clinics for the disabled. As a study method, surveys were completed 200 patients who visited the dental hospital for the disabled. Among these, the surveys from 187 patients were statistically analyzed. The main findings of this study are as follow. Since the study showed that there were differences in the satisfaction factors between the disabled and non-disabled people, subsequent studies needs to be done to develop measuring tools to accurately accommodate the satisfaction factors of the disabled. In addition, as the low spatial accessibility in terms of distance and location was found in this study, more dental treatment institutions for the disabled are required. In the meantime, the survey results found that the most satisfactory aspect was the lower treatment cost compared to other clinics, and that the most important factor when choosing a clinic was also treatment. In addition, given the fact that the group that took a prosthetic treatment, which was non-insured treatment, showed higher satisfaction compared to the group that did not, it suggests that the economic burden plays an important role for the dental treatment of the disabled.

국가기록포털 검색서비스 품질 점검을 위한 평가셋 구축 및 현황 분석 (Test Set Construction for Quality Evaluation of NAK Portal's Search Service and the Status Analysis)

  • 나정호;소현기;염경록;이정옥;오효정
    • 한국기록관리학회지
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    • 제22권4호
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    • pp.25-43
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    • 2022
  • 기록을 관리하는 궁극적인 목적은 안전한 보존과 효율적 활용이다. 그러나 공공기록물 관리의 수장인 국가기록원의 검색서비스인 국가기록포털은 검색 시스템이 도입된 지 10년이 넘어 노후화되었고, 검색도구도 이원화되어 있다. 또한, 국가기록물을 열람하고자 하는 이용자의 검색 만족도를 충족시키지 못해 개선이 필요하다. 본 연구는 국가기록물 검색 고도화를 위한 사전 연구로, 현재의 국가기록원 검색시스템의 검색 품질 현황을 파악하는 것을 목적으로 한다. 이를 위해 국가기록원에서 사용 중인 검색도구인 CAMS와 국가기록포털의 현황을 분석하고 검색서비스 품질을 점검하기 위한 평가셋을 구축, 이용자 관점에서 국가기록포털의 검색 품질 평가를 실시하였다. 국가기록포털의 성능평가를 위한 척도로는 정확률과 재현율, F-score, MRR 등을 활용, 다양한 각도에서 분석하였다. 검색 품질 평가결과 전반적으로 검색 성능이 낮은 것으로 나타났으며, 특히 '주제별상세검색'의 경우 정확률, 재현율, MRR이 모두 낮게 나와 개선이 시급할 것으로 보인다. 본 연구를 통해 구축된 평가셋이 향후 국가기록원 검색시스템의 고도화 이후 시스템의 성능이 얼마나 개선되었는지를 객관적으로 측정할 수 있는 기틀로 활용되기를 기대한다.

참여자관점에서 공급사슬관리 시스템의 성공에 영향을 미치는 요인에 관한 실증연구 (An Empirical Study on the Determinants of Supply Chain Management Systems Success from Vendor's Perspective)

  • 강성배;문태수;정윤
    • Asia pacific journal of information systems
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    • 제20권3호
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    • pp.139-166
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    • 2010
  • The supply chain management (SCM) systems have emerged as strong managerial tools for manufacturing firms in enhancing competitive strength. Despite of large investments in the SCM systems, many companies are not fully realizing the promised benefits from the systems. A review of literature on adoption, implementation and success factor of IOS (inter-organization systems), EDI (electronic data interchange) systems, shows that this issue has been examined from multiple theoretic perspectives. And many researchers have attempted to identify the factors which influence the success of system implementation. However, the existing studies have two drawbacks in revealing the determinants of systems implementation success. First, previous researches raise questions as to the appropriateness of research subjects selected. Most SCM systems are operating in the form of private industrial networks, where the participants of the systems consist of two distinct groups: focus companies and vendors. The focus companies are the primary actors in developing and operating the systems, while vendors are passive participants which are connected to the system in order to supply raw materials and parts to the focus companies. Under the circumstance, there are three ways in selecting the research subjects; focus companies only, vendors only, or two parties grouped together. It is hard to find researches that use the focus companies exclusively as the subjects probably due to the insufficient sample size for statistic analysis. Most researches have been conducted using the data collected from both groups. We argue that the SCM success factors cannot be correctly indentified in this case. The focus companies and the vendors are in different positions in many areas regarding the system implementation: firm size, managerial resources, bargaining power, organizational maturity, and etc. There are no obvious reasons to believe that the success factors of the two groups are identical. Grouping the two groups also raises questions on measuring the system success. The benefits from utilizing the systems may not be commonly distributed to the two groups. One group's benefits might be realized at the expenses of the other group considering the situation where vendors participating in SCM systems are under continuous pressures from the focus companies with respect to prices, quality, and delivery time. Therefore, by combining the system outcomes of both groups we cannot measure the system benefits obtained by each group correctly. Second, the measures of system success adopted in the previous researches have shortcoming in measuring the SCM success. User satisfaction, system utilization, and user attitudes toward the systems are most commonly used success measures in the existing studies. These measures have been developed as proxy variables in the studies of decision support systems (DSS) where the contribution of the systems to the organization performance is very difficult to measure. Unlike the DSS, the SCM systems have more specific goals, such as cost saving, inventory reduction, quality improvement, rapid time, and higher customer service. We maintain that more specific measures can be developed instead of proxy variables in order to measure the system benefits correctly. The purpose of this study is to find the determinants of SCM systems success in the perspective of vendor companies. In developing the research model, we have focused on selecting the success factors appropriate for the vendors through reviewing past researches and on developing more accurate success measures. The variables can be classified into following: technological, organizational, and environmental factors on the basis of TOE (Technology-Organization-Environment) framework. The model consists of three independent variables (competition intensity, top management support, and information system maturity), one mediating variable (collaboration), one moderating variable (government support), and a dependent variable (system success). The systems success measures have been developed to reflect the operational benefits of the SCM systems; improvement in planning and analysis capabilities, faster throughput, cost reduction, task integration, and improved product and customer service. The model has been validated using the survey data collected from 122 vendors participating in the SCM systems in Korea. To test for mediation, one should estimate the hierarchical regression analysis on the collaboration. And moderating effect analysis should estimate the moderated multiple regression, examines the effect of the government support. The result shows that information system maturity and top management support are the most important determinants of SCM system success. Supply chain technologies that standardize data formats and enhance information sharing may be adopted by supply chain leader organization because of the influence of focal company in the private industrial networks in order to streamline transactions and improve inter-organization communication. Specially, the need to develop and sustain an information system maturity will provide the focus and purpose to successfully overcome information system obstacles and resistance to innovation diffusion within the supply chain network organization. The support of top management will help focus efforts toward the realization of inter-organizational benefits and lend credibility to functional managers responsible for its implementation. The active involvement, vision, and direction of high level executives provide the impetus needed to sustain the implementation of SCM. The quality of collaboration relationships also is positively related to outcome variable. Collaboration variable is found to have a mediation effect between on influencing factors and implementation success. Higher levels of inter-organizational collaboration behaviors such as shared planning and flexibility in coordinating activities were found to be strongly linked to the vendors trust in the supply chain network. Government support moderates the effect of the IS maturity, competitive intensity, top management support on collaboration and implementation success of SCM. In general, the vendor companies face substantially greater risks in SCM implementation than the larger companies do because of severe constraints on financial and human resources and limited education on SCM systems. Besides resources, Vendors generally lack computer experience and do not have sufficient internal SCM expertise. For these reasons, government supports may establish requirements for firms doing business with the government or provide incentives to adopt, implementation SCM or practices. Government support provides significant improvements in implementation success of SCM when IS maturity, competitive intensity, top management support and collaboration are low. The environmental characteristic of competition intensity has no direct effect on vendor perspective of SCM system success. But, vendors facing above average competition intensity will have a greater need for changing technology. This suggests that companies trying to implement SCM systems should set up compatible supply chain networks and a high-quality collaboration relationship for implementation and performance.