다양한 IT기반 서비스 분야에서의 품질 결정요인에 관한 비교 연구
A Comparison Study on Quality Factors of Various IT-based Service Areas
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For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study,for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. Themodel is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performedusing the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in differentways for each, the result of which enables us to identify quality-determining factors in various service areas.
Abstract
For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study,for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. Themodel is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performedusing the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in differentways for each, the result of which enables us to identify quality-determining factors in various service areas.
참고문헌 (14)
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