정보시스뎀 서비스의 품질평가가 사용자 만족도에 미치는 영향에 관한 연구

The Effect of User Gap Between Users Expectations and Perceptions on the Users Satisfaction of IS

This research developed a survey and analyzed the results on the basis of the SERVQUAL model and prior research of the service quality in MIS. The result of the analysis will maybe show that the gap between expectations and perceptions of users will have an negative Impact on the user satisfaction of IS. And outsourcing strategy will have an impact on the user gap. The most important outcome of this study is that service quality is an antecedent of IS users, and we should consider service quality in improving and measuring IS effectiveness