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http://dx.doi.org/10.11627/jkise.2015.38.4.30

A Study on Measurements of IT Security Service Quality : Feasibility of Quantitative Measures  

Kyung, Ji Hoon (Department of Industrial Engineering, Hannam University)
Kim, Chong Su (Department of Industrial Engineering, Hannam University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.38, no.4, 2015 , pp. 30-38 More about this Journal
Abstract
IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users' expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.
Keywords
Service Quality; E-S-QUAL; Structural Equation Modeling; IT Security Service;
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Times Cited By KSCI : 3  (Citation Analysis)
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