Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

A Feasibility Study for Evaluation Measurement of IT Outsourcing Service Quality applied on KS-SQI

KS-SQI를 적용한 IT아웃소싱 서비스품질 평가도구에 관한 적합성 연구

  • Shin, Mi-Hyang (Division of Management Information Systems, Tongmyong University)
  • 신미향 (동명대학교 경영정보학과)
  • Received : 2011.09.21
  • Accepted : 2011.11.10
  • Published : 2011.11.30
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study to develop IT Outsourcing service quality evaluation measurement have been frequently used to apply a model KS-SQI in the service industry. Primary needs fulfillment, unexpected benefits, reliability, individual empathy, positive assistance, accessibility and physical environment were selected as independent variable, they evaluate IT outsourcing service quality in order to verify their suitability as a tool for IT outsourcing service evaluation measurement, to analyze how that affects IT outsourcing satisfaction, and to investigate whether affecting IT outsourcing satisfaction on recontract intentions. To validate the hypothesis by path analysis conducted between variables using LISREL, primary needs fulfillment, reliability, individual empathy, positive assistance, accessibility and physical environment have significant effect on IT outsourcing satisfaction, but unexpected benefits don't have effect on IT outsourcing satisfaction, and IT outsourcing satisfaction showed significant effect on recontract intentions. Six Measurement tools has been proved to be suitable as a IT outsourcing service quality evaluation tool. Contribution of this study to evaluate the quality of IT outsourcing services, KS-SQI model developed by applying the measuring tool was achieved theoretical extensions and practical aspects of a recontract with the provider of IT outsourcing and IT outsourcing services for as a tool to assess the quality of can be used.

본 연구의 목적은 서비스산업에서 서비스품질 평가에 자주 사용되었던 KS-SQI모형을 적용하여 IT아웃소싱 서비스품질 평가도구를 개발하는 것이다. 독립변수로 본원적 서비스, 예상외 서비스, 신뢰성, 친절성, 적극지원성, 접근용이성, 물리적 환경을 선정하였고, 이들이 IT아웃소싱 서비스품질 평가도구로서 적합한지를 검증하기 위해 IT아웃소싱 만족도에 영향을 주는지를 분석하고, IT아웃소싱 만족도는 재계약의도에 영향을 주는지를 조사하였다. 가설검증을 위해 LISREL을 활용하여 변수들 간의 경로분석을 실시한 결과, 본원적 서비스, 신뢰성, 친절성, 적극지원성, 접근용이성, 물리적 환경은 IT아웃소싱 만족도에 유의적인 영향을 주었고, 예상외 서비스는 유의적인 영향이 없는 것으로 나타났다. 그리고 IT아웃소싱 만족도는 재계약의도에 유의적인 영향을 주는 것으로 나타났다. 도출된 6개의 측정도구는 IT아웃소싱 서비스품질 평가도구로서 적합함이 입증되었다. 본 연구의 의의는 IT아웃소싱 서비스품질 평가에 KS-SQI모형을 적용한 측정도구를 개발함으로서 이론적인 확장을 이루었고, 실무적인 측면에서는 IT아웃소싱 제공업체와의 재계약을 위한 IT아웃소싱 서비스품질을 평가하는 도구로 활용될 수 있다.

Keywords

References

  1. Kwang-Ik Kim, Han-Won Shin, .Soon-Hwan Lee, "An Empirical Study on the Influence of Shipping companies' Service Quality on Customer Satisfaction and Loyalty", Journal of Korea Port Economic Association, Vol.25, No.1, pp.223-248, 2009.
  2. Beom-Cheol Kim, Eun-Joo Jeong, Jin-Cheol Choi, "Current Status and Outlook of IT Outsourcing Industry of Korea", Communications of KIISE, Vol.28, No.1, pp.65-71, 2010.
  3. Byung-Ryul Bae, "Structural Equation Modeling with LISREL - Concepts, Applications and Programming, 2nd", ChungRam, Seoul, 2006.
  4. Kyung-Sik Yang, Hyun-Soo Kim, "An Exploratory Study on the Relationship between Outsourcing Performance Factors and IT Outsourcing Recontracts", Korea Society of SI Journal, Vol.2, No.1, pp.157-172, 2003.
  5. Sung-Wook Yoon, Yeon-Jo Yang, "The comparative studies of Administrative service quality and customer satisfaction : : SERVQUAL, SERVPERF와 KS-SQI," Journal of Social Sciences, Vol.24, No.2, pp.115-131, 2005.
  6. Kang-Min Lee, "A Study of the service quality determinants and measurement in the IT outsourcing service", Master dissertation, Graduate School of Business, University of Seoul, 2008.
  7. Woong-Kyu Lee, "The Effect of IT Department Service Quality on Appropriateness of Information System", The Journal of Information Systems, Vol.16, No.1, pp.159-178, 2007.
  8. You-Jae Yi, Jun-Youb Lee, "A Reexamination of the Measurement and Consequences of Service Quality : Development and Application of the KS-SQI Model", Korean Marketing Review, Vol.16, No.1, pp.1-26, 2001.
  9. Choong-Yung Jung, Rhee-Gyu Choe, "Statistical Analysis with SPSSWIN, 5th", MuyokPublications, Seoul, 2009.
  10. Sung-Ho Ha, Seong-Hyeon Joo, "Internet Banking System Quality and Its Impact on User Satisfaction and Service Loyalty: Banking Services Perspective", The Journal of Internet Electronic Commerce Research, Vol. 10, No.1, pp. 173-195, 2010.
  11. Korea Standards Association, "2006 Korea Standard Service Quality Indexes Annual Reports", Vol.1-2, KSA, Seoul, 2006.
  12. KRG, "2010 IT Outsourcing Market WHITE PAPER", KRG, Seoul, 2010.
  13. R. P. Bagozzi and Yi, Y., "On the Evaluation of Structural Equation Models", Journal of the Academy of Marketing Science, Vol. 16, No. 2, pp.74-94, 1988. https://doi.org/10.1007/BF02723327
  14. C. Benko, "If Information System Outsourcing is the Solution, What is the Problem?", Journal of Management Information System, No.12, pp.32-35, 1992.
  15. J. J. Cronin and S.A Taylor, "Measuring Service Quality : A Reexamination and Extension", Journal of Marketing, Vol. 56, No. 3, pp.55-68, 1992. https://doi.org/10.2307/1252296
  16. V. Ilie and M. Parikh, "A Process View of Information Systems Outsourcing Research : Conceptual Gaps and Future Research Directions", Proceedings of the Tenth Americas Conference on Information Systems, New York, August, pp. 3561-3569, 2004.
  17. W. J. Kettinger and Lee, C. C, "Pragmatic Perspectives on the Measurement of Information Systems Service Quality", MIS Quarterly, Vol. 21, No. 2, pp.223-240, 1997. https://doi.org/10.2307/249421
  18. A. Parasuraman, V.A. Zeithaml and L. L. Berry, "SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality", Journal of Retailing, Vol. 64, pp.12-40, 1988.