지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 저널정보
- (주)엘지씨엔에스(구LGCNS엔트루정보기술연구소) Entrue Journal of Information Technology Entrue Journal of Information Technology Vol.1 No.1
- 발행연도
- 2002.1
- 수록면
- 117 - 125 (9page)
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초록· 키워드
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IS service quality has been constantly the center of attention among IT researchers and practitioners by the way of improving customer satisfaction within the information service function. The IS customer s’ expectations and perceived quality of the services substantially put weight on the service selection and purchase in this market-oriented environment. In an attempt to measure this intangibility, the researchers developed a diagnostic tool such as “SERVQUAL”. While the SERVQUAL was widely being used for uncovering every IS service sector, it has never been applied to the consulting service sector. Based on the solid research background of SERVQUAL, the current research develops a model and measurement scales that can better apply on the IT consulting area. The measurement was applied to 11 different organizations that received the IT consulting services over past few years. The results show that the proposed model was more adequate for the customer satisfaction indices than the e xisting model. The latent variable, perceived service quality revealed the reliability, responsiveness, assurance, empathy, processing and education as the major manifest variables.
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