• Journal of Information Management
• /
• v.33 no.3
• /
• pp.1-26
• /
• 2002

The rapid change in almost every area of science at the turn of the 21st century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The library and information center acting as a service provider aims to establish a framework for improvements in services by focusing on the user's perspective on service quality and classifying the factors that contribute to service quality. This study adopted the LibQUAL+ model, which is derived from SERVQUAL model for measuring quality of service in the field of Service Marketing.

• Journal of the Korean Society for information Management
• /
• v.19 no.3
• /
• pp.161-188
• /
• 2002

The rapid change in almost every area of science at the turn of the 21s1 century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The study adopted the SERVQUAL model and five factors of SERVQUAL. Tangibles, Reliability, Responsiveness, Assurance. and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results. all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.r another.

• Journal of Information Technology and Architecture
• /
• v.10 no.4
• /
• pp.467-478
• /
• 2013

The necessity of research for EA service and performance is surfacing while nation-level and individual agency level performances utilizing Government-wide EA information. In this study, performance model for EA service has been developed categorizing characteristic elements of EA as service. And weight differences between quality items that constitute performance model have been calculated using AHP analysis method. To achieve the stated, SERVQUAL applied performance model for EA service has been developed working through logical reasoning and a broad range of theoretical studies concerning EA service. Moreover, relative weight differences between quality items that constitute the model have been calculated. The results of weight analysis find that importance differences between quality items in order of significance are as follows: EA administrator > EA information > EA education > EA policy > EA operating system. This study, as the nation's first research to graft the public-sector EA service onto SERVQUAL Model that is capturing remarkable attention, has considerable practical and theoretical implications.

• Journal of Korea Society of Industrial Information Systems
• /
• v.13 no.2
• /
• pp.35-46
• /
• 2008

This research developed a strategy for mobile banking services based on the important factors deduced from quality assessment of mobile banking service that is experiencing rapid growth of user. SERVQUAL model and importance-performance tool were used. First, SERVQUAL model uses the important factors of mobile banking service selected from literature reviews. As a result, four dimensions that affect user satisfaction are found; assurance, customer orientation, tangibility, and reliability. Second, importance-performance analysis is to develop the strategy using the four factors. The final results revealed that assurance dimension had the strongest influence on user satisfaction. Assurance dimension of high expectation and yet low real performance needs immediate improvement. Customer orientation dimension of low expectation and performance should be reconsidered definition of satisfaction. On the other hand, tangibility dimension of higher performance than expectation is simply to maintain current level. Reliability dimension of high expectation and performance is recommended consistent management.

• Journal of Information Technology and Architecture
• /
• v.11 no.4
• /
• pp.409-426
• /
• 2014

Korea has won 3 times in a row in the evaluation of e-government services in 2014. And the last year, the government-EA has been awarded the UN Public Service Award. Because of the development and execution of personalized integrated services based on the government-EA, Korea has won the two award from the UN. EA has been selected and proceeded as one of the 31 e-Government projects in early period, in 2005 the law which public sector must adopt the EA for efficient informatization had been enacted. Many public agencies in which actively utilized to derive such as internal and external performance through the EA. On the other hand, in the last 10 years, some public agencies have still been as recognized level of management in the EA. In this study, the main purpose is that to find out what is a major factor for successful use and result of EA, what is the EA success Model and how to examine it. To do that, this study will study the related prior research such as EA services, information systems success factors, performance measures, and develop the success model for EA and then examine the model. This study will contribute great implications in practical and theoretical in EA success model because this is the nation's first research that SERVQUAL model and the IS Success Model(DeLone & McLean 2003) has been combined and examined.