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http://dx.doi.org/10.11627/jkise.2013.36.4.84

A Comparison Study on Quality Factors of Various IT-based Service Areas  

Kim, Chong Su (Dept. of Industrial and Management Engineering, Hannam University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.36, no.4, 2013 , pp. 84-91 More about this Journal
Abstract
For service innovation, it is crucial to measure the quality of service and identify the factors which affect it. In this study, for that purpose, a composite research model based on SERVQUAL and the technology acceptance model is proposed. The model is applied to three different service areas-Internet shopping, Internet banking, and cloud service. Analysis has been performed using the SEM methodology. The analysis shows that reliability, responsiveness and assurance affects the service quality in different ways for each, the result of which enables us to identify quality-determining factors in various service areas.
Keywords
Service Quality; TAM; SERVQUAL; Internet Shopping; Internet Banking; Cloud Service;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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