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A Study on Factors Determining the Quality of Service with Information Systems-Comparison of Two Research Models  

Kim, Chong-Su (Department of Industrial and Management Engineering, Hannam University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.34, no.4, 2011 , pp. 145-151 More about this Journal
Abstract
In the information system service sectors, it is crucial to measure the quality of service. Especially factors determining the quality of service should be identified. For that purpose, in this study, the factors of two research models-SERVQUAL and TAM-are compared, analyzed and tested with data of public procurement system service. The result shows that the factors identified include reliability and assurance of SERVQUAL and perceived usefulness and perceived ease-of-use of TAM. Also, it is observed that the two models sufficiently explain the variance of satisfaction. This study may help improve the quality of information system service.
Keywords
Service Quality Measurement; SERVQUAL; TAM;
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