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

  • 제40권1호
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  • Pages.150-164
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  • 2017
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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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공공제도 서비스품질 모델의 개발과 적용

Development and Application of Service Quality Model for Public System

  • 이재열 (한양대학교 일반대학원 경영컨설팅학과) ;
  • 박근완 (한양대학교 경상대학 경영학부) ;
  • 황승준 (한양대학교 경상대학 경영학부)
  • Lee, Jae Yul (Graduate School of Management Consulting, Hanyang University) ;
  • Park, Geun-Wan (Department of Business Administration, Hanyang University) ;
  • Hwang, Seung-June (Department of Business Administration, Hanyang University)
  • 투고 : 2017.03.02
  • 심사 : 2017.03.27
  • 발행 : 2017.03.31
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초록

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competitiveness. But few researches have been conducted to explore the quality dimensions of a public system service and empirically examine the relationship among related variables. Therefore, in this study, we strive to develop a quality measurement model of public system service that can be effectively used in practice. Using 601 samples gathered through a structured survey from project engineers, a conceptual quality model of public system is presented and discussed. Given the exploratory nature of this study, an exploratory factor analysis is used to investigate quality dimensions and partial least square (PLS) is employed in determining the structural relationships. From empirical results, we found that the quality dimensions of the public system had four distinct quality dimensions (design quality, environment quality, primary outcome quality, additive outcome quality). All four quality dimensions showed good representative factors in explaining user satisfaction. Perceived trust was proved to significantly mediate the relationship between quality dimensions and user satisfaction. Our research is expected to contribute to the literature by providing a good conceptual framework for assessing public system quality by linking four quality dimensions with user satisfaction. In particular, the developed model can elaborately measure process quality and multi-functional outcome quality of the system by the supplementation of design quality and additive outcome quality respectively. Practical implications are also suggested on the basis of our analysis.

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