• Journal of the Korean Society for information Management
• /
• v.30 no.2
• /
• pp.101-118
• /
• 2013

The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.

• Journal of Korean Library and Information Science Society
• /
• v.48 no.2
• /
• pp.345-372
• /
• 2017

With development of web, web-archival information services using research records are diversified because values of the records increase in terms of preservation, use and share. Thus, it is necessary to understand and discuss current situation and improvement in future of web-archival information service. This study develops evaluation measures for web-archival information service based on DigiQUAL and NDSLQual, reflecting characteristics of research records. To confirm the validity of the proposed measures, questionnaires were built based on the indicators and distributed to real users of NTIS, which is a case of web-archival information services using research records. Finally, this study analyzes problems of web-archival information services using research records and recommend improvement methods.

• Journal of the Korean Society for information Management
• /
• v.30 no.3
• /
• pp.207-228
• /
• 2013

The purpose of this study is to reveal the influence of the expectation and perceived performance of the online science & technology information service quality on user satisfaction and royalty. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, among seven expectation factors, four factors (reliability, convenience, system usability and information quality) had a positive effect on the user satisfaction. Second, while service recovery had a negative effect on the royalty, the other six factors (reliability, convenience, system usability, responsiveness, security and information quality) had a positive effect on the royalty. Third, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the user satisfaction. Fourth, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the royalty. As a result, information quality, reliability and convenience of the expectation and perceived performance are common factors influencing user satisfaction and royalty.