산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)

  • 제35권4호
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  • Pages.186-193
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  • 2012
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  • 2005-0461(pISSN)
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  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
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G2B 전자상거래에서의 서비스 품질 만족도 요인을 찾기 위한 복합연구모형

A Composite Model for Exploring Factors of Service Quality Satisfaction in G2B Electronic Commerce

  • 김종수 (한남대학교 산업경영공학과)
  • Kim, Chong Su (Dept. of Industrial and Management Engineering, Hannam University)
  • 투고 : 2012.11.22
  • 심사 : 2012.12.06
  • 발행 : 2012.12.31
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초록

Assessing service quality and satisfaction is the essential part of service science. In this study, for G2B electronic commerce service composed of information systems and human resources, a composite research model for exploring factors of service quality satisfaction is proposed. The proposed model uses SERVQUAL's five quality dimensions as independent antecedent factors and usefulness and ease-of-use of the technology acceptance model as mediating factors. A case of a G2B purchase service is empirically studied using the proposed model. The result shows that the proposed composite model is good and appropriate for explaining the characteristics of G2B services.

키워드

과제정보

연구 과제 주관 기관 : Hannam University

참고문헌

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피인용 문헌

  1. 다양한 IT기반 서비스 분야에서의 품질 결정요인에 관한 비교 연구 vol.36, pp.4, 2013, https://doi.org/10.11627/jkise.2013.36.4.84