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전자정부의 Self Service Technology(SST)에 대한 서비스품질과 만족도에 관한 연구

The Relationship between Service Quality and Satisfaction of E-government Self Service Technology (SST)

김성호|조성빈|유원상
한국품질경영학회 (Korean Society For Quality Management)|2010.12|품질경영학회지 (Journal of Korean Society for Quality Management)|제38권 제4호|pp. 549-560

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참고문헌

키워드

Service QualitySatisfactionE-governmentSST
주제분류학제간연구

초록

e role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user sati sfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.

Abstract

e role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user sati sfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.

참고문헌 (33)

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