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The Relationship between Service Quality and Satisfaction of E-government Self Service Technology (SST)  

Yoo, Weon-Sang (Korea University Business School)
Kim, Jonathan S. (Hanyang University, School of Business)
Cho, Sung-Bin (Sogang University, School of Business)
Publication Information
Journal of Korean Society for Quality Management / v.38, no.4, 2010 , pp. 549-560 More about this Journal
Abstract
The role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user satisfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.
Keywords
E-government; SST; Service Quality; Satisfaction;
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Times Cited By KSCI : 1  (Citation Analysis)
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