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http://dx.doi.org/10.9716/KITS.2020.19.1.071

An Inductive Study on the Service Quality Evaluation Model of Online Information Service : Focusing on the National Online Information Service NTIS and NDSL  

Heo, Joo Yeun (연세대학교 일반대학원 경영학)
Kim, Sang Kook (한국과학기술정보연구원)
Publication Information
Journal of Information Technology Services / v.19, no.1, 2020 , pp. 71-87 More about this Journal
Abstract
As diverse online information services are introduced and the use of them are increasing, the importance of the quality control over the online information services is also increasing. Therefore, studies are being attempted to derive quality evaluation models for online information services, but these showed many limitations. In order to overcome the limitations of the previous studies and create more appropriate quality evaluation model, this study analyzed 408 data collected through the interviews with the users of Korea national online information services (NDSL, NTIS) using content analysis and the coding method of ground theory. Through the analysis, we identified the quality evaluation model (13 elements, 6 dimensions) of online information services and the description and insights of each elements. And the priorities of the most significant element(amount of information) and other key elements(such as the usefulness of the information, the diversity of the field, etc.) were figured out through the frequency analysis. Through these inductive methods based on the responses of users, the quality control model could be derived, which is different from the previous researches. This study is the first study which derived the quality evaluation model of online information service through the inductive way based on 408 interview responses from users. Therefore, the results of this study will be helpful to the post researchers who conduct studies on the quality of online information service, etc. Moreover, the results of this study are expected to provide references of frame for decision-making of working-level officials who have to manage the quality of online information services.
Keywords
Online Information Service; Service Quality Evaluation; Service Quality Evaluation Model; Service Quality Evaluation Model Of Online Information Service; Inductive Study; Users' Perspective;
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