Journal of Internet Computing and Services (인터넷정보학회논문지)

Korean Society for Internet Information (한국인터넷정보학회)
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The Study on the Effects of Service Quality on Information & System Qualities and Collaborative Performances:Based on SME's SCM Environment

SCM 적용에 있어서 중소기업의 Service Quality가 정보, 시스템 품질 및 협업성과에 미치는 영향에 관한 연구

  • Published : 2010.02.28
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Abstract

For the purpose of enhancing performances, many companies have tried to ensure the competitive advantages in ties with organization's strategy by putting effort in designing, developing and practicing the information system. Despite the information oriented small and medium enterprises (SME) being suffered from lack of funds, professional man-power and poor environment, fairly evaluating the level of information system within an organization can be a positive starting point for information oriented SME. Therefore in this study, for the purpose of using the SERVQUAL as a measurement tool provided by information system department under the environment of using information system, we try to free from the marketing oriented service category and develop models that are applicable in the information system environment to check reliability and validity. As a result, it is analyzed that enhancements of SERVQUAL simultaneously improves system and information quality which makes the employees satisfy with their working environments and sequentially affects to the collaborative performance of using information system.

조직의 성과 향상을 위한 정보시스템 설계, 구성, 실행 노력은 정보기술 활용을 조직 전략과 연계하여 경쟁적 우위를 확보하는 방향으로 이루어져 왔다. 하지만 국내 중소기업의 정보화는 자금, 인력 등의 측면에서 매우 열악한 환경에 머무르고 있다. 중소기업의 열악한 환경을 극복하기 위해 조직 내 정보시스템 수준을 올바르게 평가하고, 정보화 투자가 향후 경쟁력 강화에 기여한다는 이론적 대안을 추구하고 있다. 본 연구에서는 정보시스템 사용 환경에서 SERVQUAL을 정보시스템 부서가 제공하는 서비스에 대한 측정도구로 활용하기 위해, 기존 마케팅 중심의 서비스 범주에서 벗어나 정보시스템 환경에 적용 가능한 모델을 개발하고 그 신뢰도와 타당성을 확인해보았다. 그 결과, 서비스 품질의 향상은 시스템과 정보 품질 등을 향상시킴으로 조직 구성원이 업무환경에 대해 만족하게 되고 결국 순차적으로 정보시스템을 이용하고자 하는 협업성과에 영향을 미치는 것으로 분석되었다.

Keywords

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