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http://dx.doi.org/10.7545/ajip.2017.6.2.192

Influence of Public R&D Information Service Image on the Value and Satisfaction of Users  

Lee, Sun Young (Gumi University)
Suh, Sanghyuk (Hoseo University)
Publication Information
Asian Journal of Innovation and Policy / v.6, no.2, 2017 , pp. 192-205 More about this Journal
Abstract
The aim of this study is to investigate the relative impact of the image of information service on customer's perceived value and satisfaction of R&D information. It also seeks to assess the moderating effect of service users' skills on the value of the service image on the customer. For this purpose, a field study was conducted on users of a public R&D information service called NTIS (National Technology Information Service) in Korea. The findings show that the information service image has a significant impact on customers' perceived value and satisfaction. In addition, customers' perceived value is found to be an important indicator in strengthening customer satisfaction. Findings also reveal that individual personal computer skills moderate the relationship between service image and information value. Further research is needed to strengthen the independent variable in view of the increasing pressure to improve public service quality and customer management.
Keywords
Information service image; customer value; satisfaction; information user skill;
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Times Cited By KSCI : 1  (Citation Analysis)
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