Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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An Empirical Study on the Factors Affecting the User Satisfaction, Trust, and Performance of e-Communication Channel Outsourcing

e커뮤니케이션 채널 아웃소싱의 사용자 만족, 신뢰 그리고 성과에 영향을 미치는 요인에 관한 실증연구

  • Published : 2009.09.30
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Abstract

We are living it what is referred to as the Digital Era; a time in which communication through the computer medium has deeply infiltrated our everyday lives and is now equivalent to face-to-face communication. In other words, e-communication is the core factor of knowledge sharing, for not only individuals but also for corporations, and its efficiency has increased gradually. At this time, studies on the factors affecting the outsourcing performance of e-communication channel services are gaining importance. Therefore, the purpose of this study is to empirically analyze the effects of the system, information, and service quality on the user satisfaction and user trust of e-communication channel outsourcing, as well as the effects of user satisfaction and user trust on the outsourcing performance of both individuals and organizations. In the results of the empirical study, the system, Information, and service quality appear to have a significant effect on both user satisfaction and user trust. In addition, user satisfaction and user trust appear to also have a significant effect on the outsourcing performance of both Individuals and organizations.

Keywords

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