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http://dx.doi.org/10.3743/KOSIM.2013.30.2.101

A Study on Online Science & Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis  

Kim, Wan-Jong (한국과학기술정보연구원 NDSL서비스실)
Kim, Hye-Sun (한국과학기술정보연구원 NDSL서비스실)
Lee, Hye-Jin (한국과학기술정보연구원 NDSL서비스실)
Publication Information
Journal of the Korean Society for information Management / v.30, no.2, 2013 , pp. 101-118 More about this Journal
Abstract
The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.
Keywords
NDSLQual; expectation and disconfirmation theory; service quality; perceived performance; user satisfaction; information service;
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Times Cited By KSCI : 3  (Citation Analysis)
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