Browse > Article
http://dx.doi.org/10.7469/JKSQM.2011.39.4.565

Public Internet Service and Customer Satisfaction with a Focus on Public Agencies in Korea  

Park, Hee-Jun (Department of Information & Industrial Engineering, Yonsei University)
Son, Seok-Hee (Department of Information & Industrial Engineering, Yonsei University)
Kim, Hong-Sung (Department of Information & Industrial Engineering, Yonsei University)
Publication Information
Journal of Korean Society for Quality Management / v.39, no.4, 2011 , pp. 565-572 More about this Journal
Abstract
Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.
Keywords
Public Web Service; eQual(previously called WebQual); Customer Satisfaction;
Citations & Related Records
연도 인용수 순위
  • Reference
1 United Nations(2008), UN E-Government Survey From E-government to Connected Governance, UN, Newyork.
2 Zviran, M., Glezer, C., Avni, I. (2006), "User satisfaction from commercial web sites: The effect of design and use," Information and Management, Vol. 43, No. 2, pp. 157-178.   DOI   ScienceOn
3 Chen, L., Soliman, K. S., Mao, E., Frolick, M. N. (2000), "Measuring user satisfaction with data warehouses: an exploratory study," Information and Management, Vol. 37, No. 3, pp. 103-110.   DOI   ScienceOn
4 Delone, W. H. & Mclean, E. R. (1992), "Information systems success: the quest for the dependent variable," Information systems Research, Vol. 3, No. 1, pp. 60-95.   DOI
5 European Commission(2003), Towards a Knowledge-based Europe: The European Union and the information society, EC, Brussels.
6 Hamel, G. & Sampler, J. (1998), "E-corporation; more than just Web-based, it's building a new industry order," Fortune, pp. 52-63.
7 Hyuckbin, K., Theresa, A. P., Brian, B. G. (2009), "Interorganizational collaboration and community building for the preservation of state government digital information: Lessons from NDIIPP state partnership initiative," Government Information Quarterly, Vol. 26, No. 1, pp. 186-192.   DOI   ScienceOn
8 Korea Agency For Digital Opportunity & Promotion (2006), A Study on the effectiveness of Knowledge & Information Resource Management Initiatives with respect to long term strategic plan, KADO, Seoul.
9 Korea Agency For Digital Opportunity & Promotion (2007), A Study of National Knowledge Management Index Development, KADO, Seoul.
10 National Information Society Agency(2008), Informatization White Paper, NIA, Seoul.
11 Parasuramna, A., Zeithaml, V. A., Berry, L. L. (1985), "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, No. 4, pp. 41-50.   DOI   ScienceOn
12 Ranganathan, C. & Ganapathy, S. (2002), "Key dimensions of business-to-consumer web sites," Information and Management, Vol. 39, No. 6, pp. 457-465.   DOI   ScienceOn
13 Ranganathan, C. & Ganapathy, S. (2002), "Key dimensions of business-to-consumer web sites," Information and Management, Vol. 39, No. 6, pp. 457-465.   DOI   ScienceOn
14 Aladwani, A. M. & Palvia, P. C. (2002), "Developing and Validating an Instrument for Measuring User-Perceived Web Quality," Information and Management, Vol. 39, No. 6, pp. 467-476.   DOI   ScienceOn
15 Barnes, S. J. & Vidgen, R. T. (2000), "An exploration of Web site Quality," In Proceedings of the Eighth European Conference on Information Systems, Vienna, pp. 3-5. July.
16 Barnes, S. J. & Vidgen, R. T. (2001a), "An Evaluation of Cyber-Bookshops: The WebQual Method," International Journal of Electronic Commerce, Vol. 6, No. 1, pp. 11-30.   DOI
17 Barnes, S. J. & Vidgen, R. T. (2001b), "Assessing the quality of Acution Web Site," 34th Hawaii International Conference on System Sciences.
18 Barnes, S. J. & Vidgen, R. T. (2002), "Intergrative Approach To The Assessment of E-Commerce Quality," Journal of Electronic Commerce Research, Vol. 3, No. 3, pp. 114-127.
19 Barnes, S. J. & Vidgen, R. T. (2006), "Data triangulation and web quality metrics: A case study in e-government," Information and Management, Vol. 43, No. 6, pp. 767-777.   DOI   ScienceOn