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The Study on the Effects of Service Quality on Information & System Qualities and Collaborative Performances:Based on SME's SCM Environment  

Song, In-Kuk (단국대학교 경영정보)
Publication Information
Journal of Internet Computing and Services / v.11, no.1, 2010 , pp. 183-193 More about this Journal
Abstract
For the purpose of enhancing performances, many companies have tried to ensure the competitive advantages in ties with organization's strategy by putting effort in designing, developing and practicing the information system. Despite the information oriented small and medium enterprises (SME) being suffered from lack of funds, professional man-power and poor environment, fairly evaluating the level of information system within an organization can be a positive starting point for information oriented SME. Therefore in this study, for the purpose of using the SERVQUAL as a measurement tool provided by information system department under the environment of using information system, we try to free from the marketing oriented service category and develop models that are applicable in the information system environment to check reliability and validity. As a result, it is analyzed that enhancements of SERVQUAL simultaneously improves system and information quality which makes the employees satisfy with their working environments and sequentially affects to the collaborative performance of using information system.
Keywords
SERVQUAL; SERVPERF;
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Times Cited By KSCI : 2  (Citation Analysis)
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