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

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
권호 표지
DOI QR코드

DOI QR Code

A Comparison Study on Quality Factors of Various IT-based Service Areas

다양한 IT기반 서비스 분야에서의 품질 결정요인에 관한 비교 연구

  • Kim, Chong Su (Dept. of Industrial and Management Engineering, Hannam University)
  • 김종수 (한남대학교 산업경영공학과)
  • Received : 2013.11.08
  • Accepted : 2013.11.28
  • Published : 2013.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.

Keywords

References

  1. Barrett, P., Structural Equation Modeling : Adjusting Model Fit. Personality and Individual Differences, 2007, Vol. 42, No. 5, p 815-824. https://doi.org/10.1016/j.paid.2006.09.018
  2. Cronin, J.J. and Taylor, S.A., Measuring Service Quality : A Reexamination and Entension. Journal of Marketing, 1992, Vol. 56, p 55-68.
  3. Eboli, L. and Mazzulla, G., Service Quality Attributes Affecting Customer Satisfaction for Bus Transit. Journal of Public Transportation, 2007, Vol. 10, No. 3, p 21-34. https://doi.org/10.5038/2375-0901.10.3.2
  4. Gefen, D., Karahanna, E., and Straub, D.W., Trust and TAM in Online Shopping : An Integrated Model. MIS Quarterly, 2003, Vol. 27, No. 1, p 51-90. https://doi.org/10.2307/30036519
  5. Hooper, D., Caughlan, J., and Mullen, M.R., Structural Equation Modelling : Guidelines for Determining Model Fit. The Electronic Journal of Business Research, 2008, Vol. 6, No. 1, p 53-60.
  6. Kim, C., A Comparison Analysis of Effects of System Factor on Satisfaction in Service Sectors, J. Soc. Korea Ind. Syst. Eng, 2011, Vol. 34, No. 1, p 81-90.
  7. Kim, C., A Study on Factors Determining the Quality of Service with Information Systems-Comparison of Two Research Models. J. Soc. Korea Ind. Syst. Eng, 2011, Vol. 34, No. 4, p 146-152.
  8. Kim, C., A Composite Model for Exploring Factors of Service Quality Satisfaction in G2B Electronic Commerce. J. Soc. Korea Ind. Syst. Eng, 2012, Vol. 35, No. 4, p 186-191. https://doi.org/10.11627/jkise.2012.35.4.186
  9. Klopping, I.M. and McKinney, E., Extending the Technology Acceptance Model and the Task-Technology Fit Model to Consumer E-Commerce. Information Technology, Learning and Performance Journal, 2004, Vol. 22, No. 1, p 35-48.
  10. Landrum, H., Prybutok, V., Zhang, X., and Peak, D., Measuring IS System Service Quality with SERVQUAL : Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions. The International Journal of an Emerging Transdiscipline, 2009, Vol. 12, p 17-35. https://doi.org/10.28945/426
  11. Li, Y.-H. and Huang, J.-W., Applying Theory of Perceived Risk and Technology Acceptance Model in the Online Shopping Channel. Proceedings of World Academy of Science, Engineering and Technology, 2009, Vol. 41, p 919-925.
  12. Parasuraman, A., Zeithaml, V.A., and Berry, L.L., SERVQUAL : A Multiple-item Scale for Measuring Consumer Perceptions. Journal of Retailing, 1988, Vol. 64, No. 1, p 12-40.
  13. Petrick, J.F., Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 2002, Vol. 34, No. 2, p 119-134. https://doi.org/10.1080/00222216.2002.11949965
  14. Steiger, J.H. Understanding the limitations of global fit assessment in structural equation Modeling. Personality and Individual differences, 2007, Vol. 42, p 893-898. https://doi.org/10.1016/j.paid.2006.09.017

Cited by

  1. 모바일 SNS 플랫폼 분석을 위한 e-서비스 품질 모형의 개발 vol.37, pp.4, 2013, https://doi.org/10.11627/jkise.2014.37.4.90