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A Study on the Influence of Service Quality and Product Quality of Package Software on User Satisfaction, Word-of-Mouth Intention and Reuse Intention  

Kim, Jeong-Seok (숭실대학교 일반대학원 경영학과)
Gim, Gwang-Yong (숭실대학교 경영학부)
Publication Information
Journal of Information Technology Services / v.8, no.2, 2009 , pp. 1-22 More about this Journal
Abstract
Recently, improving service quality for customer satisfaction is one of the most important issues and the task for the growth of company. Furthermore, plenty studies are going on progress to develop service quality in IT industry. There have been so many researches of product quality on package software but yet the service quality of package software has been rarely studied before. Thus, the purpose of this study is to formulate a scheme on how to enhance the competitivity of package software company by analyzing the impacts of these two factors on the customer satisfaction, Word-of-Mouth intention and the reuse intention. The study models have been designed and the hypotheses have been made through the examination of the precedent literature about package software product and service quality. A questionnaire survey was performed to collect information, and the unit of analysis was a person who used package software. This study used the statistical technique such as regression analysis. This study may be utilized as basic data for building marketing strategies when package software companies offer service to customers.
Keywords
Package Software; Service Quality; Customer Satisfaction; SERVQUAL; SERVPERF;
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Times Cited By KSCI : 2  (Citation Analysis)
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