[논문]공공정보의 품질, 고객가치 및 만족도에 관한 연구

서상혁; 이선영; 김재수; 이병희

doi:10.5392/jkca.2016.16.08.020

공공정보의 품질, 고객가치 및 만족도에 관한 연구
Public Information Quality, Customer Value and their Effects on Satisfaction of SMEs 원문보기

한국콘텐츠학회논문지 = The Journal of the Korea Contents Association, v.16 no.8, 2016년, pp.20 - 28

서상혁 (호서대학교 글로벌창업대학원) , 이선영 (구미대학교) , 김재수 (한국과학기술정보연구원) , 이병희 (한국과학기술정보연구원)

초록
AI-Helper

본 연구의 목적은 공공정보 서비스에 대한 소비자 가치와 만족에 영향을 미치는 요인이 무엇인지 파악하는 것이며, 조사대상 집단은 국내 중소기업 소속연구원들로 하였다. 조사 분석 결과는 다음과 같다. (1) 고객가치는 서비스의 품질에 의해 영향을 받는다. (2) 고객가치는 소비자 만족도에 정의 영향을 미친다. (3) 고객의 정보수요는 서비스 품질과 고객가치 간의 관계를 조절한다, 그러나 고객가치와 만족도간의 관계는 조절하지 않는다. 본 연구 결과를 통해 공공정보서비스분야에 있어서 이용자의 만족도를 높이기 위해 정보서비스품질과 고객가치의 중요성을 확인할 수 있다.

Abstract ▼ AI-Helper

The purpose of this study is to identify the factors which affect the customer value and satisfaction of public information services used by the researchers in SMEs(small-and-medium size enterprises). The results, based on statistical analyses of a survey conducted in Korea are as follows; 1) the customer value is positively influenced by the service quality; 2) the customer value, in turn, is positively associated with the customer satisfaction; 3) information needs moderate the relationship between service quality and customer value but does not moderate the relationship between the customer value and satisfaction.Our findings propose the importance of the service quality and the effort to maximize the information customer values.

주제어

AI 본문요약
AI-Helper

* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.

문제 정의

While Thomas and Hawking[16] and Johnson et al[17] found the relationship, Turpin and Hersh[18] did not substantiate such a relationship. In this context, this study was conducted to evaluate the effect of customer value within the existing information service quality and customer satisfaction framework. This study was conducted, in particular, in a public information service, which is offered without payment by the users.
It is proposed that information goods, being non-exclusive and non-competitive, have characteristics similar to public goods. In view of rare prior research, this paper will try to conceptualize the factors to be involved in the customer value and satisfaction of public information.
The results of this study propose the importance of the service quality and the effort to maximize the information customer values in the public services. We could also recognize the necessity to extend the contribution of 'customer-oriented' information marketing strategies.
Second, the information services we studied are specific to KISTI(Korea Institute of Science and Technology Information); therefore our findings might not be generalizable to other information services. Therefore, this research needs to be duplicated in the private organizations or other public institutions to get a more comprehensive external validity of the study. It should be also noted that the model should be further developed and tested to explore the variables to improve the satisfaction as well as the performances in the SMEs in the information services.

가설 설정

•H3 : Information needs plays a moderating role on the relationship between info.
Information need was included in the model as a moderating variable, while information use rate was considered as a control variable. In addition, we wanted to verify that the information use rate does not influence the dependent variables in the model.

제안 방법

An exploratory factor analysis was conducted to assess their unidimensionality. In an effort to test the construct validity of the instruments, a principal-component factor analysis was conducted with Varimax rotation.
An exploratory factor analysis was conducted to assess their unidimensionality. In an effort to test the construct validity of the instruments, a principal-component factor analysis was conducted with Varimax rotation. The results of the factor analysis and Cronbach's alphas for the multi-item measures used in this study show that the multi-item measures have satisfactory validity and reliability.
Whereas for normal products, value is the amount paid for a product or service, and is measured with the monetary exchange value as in what will be given to acquire something, the value of information refers to the value assigned to information acquired by or created by an organization or an individual. Since analysis of literature reveals that the studies of service quality in the information industry are still scarce, this study attempts to analyze the relationships among service quality, perceived value, customer satisfaction. The result would be able to provide valuable information for information services providers to manage their service quality and customer value.

대상 데이터

Research population was about 30,000 SMEs and data were collected for 2 weeks from August 5 to August 18 in 2014 with self-ministered questionnaires through internet web survey. Among the 272 copies of returned questionnaires, 124 were from the SMEs. The largest proportion of respondents aged between 31 and 40 years.
A sample frame of the companies was provided by a government supporting organization named KISTI( Korea Institute of Science and Technology Information. Research population was about 30,000 SMEs and data were collected for 2 weeks from August 5 to August 18 in 2014 with self-ministered questionnaires through internet web survey. Among the 272 copies of returned questionnaires, 124 were from the SMEs.

성능/효과

The results of the factor analysis and Cronbach's alphas for the multi-item measures used in this study show that the multi-item measures have satisfactory validity and reliability.
The results of this study point out that the customer value is positively influenced by the service quality. The customer value, in turn, is positively associated with the customer satisfaction.

후속연구

Therefore, this research needs to be duplicated in the private organizations or other public institutions to get a more comprehensive external validity of the study. It should be also noted that the model should be further developed and tested to explore the variables to improve the satisfaction as well as the performances in the SMEs in the information services. In addition, we used question items derived from conceptual analogies in preceding research.

참고문헌 (32)

V. A. Zeithaml, Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence," Journal of Marketing, Vol.52, pp.2-22, 1988.

상세보기
P. G. Patterson and R. A. Spreng, "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-business, services context: an empirical examination," International Journal of Service Industry Management, 1997(8).
WangYonggui,, Hing-Po Lo and Yongheng Yang,"An integrated framework for service quality, customer value, satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Vol.6, No.4, pp.325-340, 2004.

상세보기
Z. Yang and R. T. Peterson, "Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs," Psychology & Marketing, Vol.21, No.10, pp.799-822, 2004.

상세보기
P. Doyle, Marketing Management and Strategy, 3rd edn. Financial Times Prentice Hall:Harlow, 2002.
P. Kotler, Marketing Management, 11th edn., Prentice Hall: Upper saddle River, 2003.
C. Liao, P. Palvia, and J. L. Chen, "Information Technology Adoption Behavior Life Cycle: Toward a Technology Continuance Theory (TCT)," International Journal of Information Management, Vol.29, No.4, pp.309-320, 2009.

상세보기
E. W. Anderson, C. Fornell, and D. R. Lehman, "Customer satisfaction, market share, and profitability: findings from Sweden," Journal of Marketing, Vol.58, pp.53-66, 1994.

상세보기
Gary Warnaby and Jill Finney, "Creating customer value in the not-for-profit sector: A case study of the British Library," Int. J. Nonprofit Volunt. Sect. Mark. Vol.10, pp.183-195, 1994.
H. M. Oh, "Service quality, customer satisfaction, and customer value: Aholistic perspective," Hospitality Management, Vol.18, pp.67-82, 1999.

상세보기
Z. Chen and Alan J. Dubinsky, "A Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation," Psychology & Marketing, Vol.20, No.4, pp.323-347, 2003.

상세보기
W. H. DeLone and E. R. McLean, "Information systems success: the quest for the dependent variable," Information systems research, Vol.3, No.1, pp.60-95, 1992.

상세보기
P. B. Seddon, "A respecification and extension of the DeLone and McLean model of IS success," Information systems research, Vol.8, pp.240-253, 1997.

상세보기
P. G. Patterson and R. A. Spreng, "Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business-business, services context: an empirical examination," International Journal of Service Industry Management, Vol.8, pp.414-434, 1997.

상세보기
Y. S. Wang, "Assessing e-commerce systems success: a respecification and validation of the DeLone and McLean model of IS success," Info Systems J. Vol.18, pp.529-557, 2008.

상세보기
A. Rai, S. S. Lang, and R. B. Welker, "Assessing the validity of IS success model: a empirical test and theoretical analysis," Information Systems Research, Vol.13, pp.50-69, 2002.

상세보기
P. Thomas and D. Hwaking, "Evaluation by Comparing Results Sets in Context. In Proceedings of the conference on information and knowledge management(CIKM)," Arlington Verginia, USA : ACM. pp.94-101, 2002.
D. S. Johnson, F. Bardhi, and D. T. Dunn, "Understanding How Technology Paradoxes Affect Customer Satisfaction with Self-Service Technology : The Role of Performance Ambiguity and Trust in Technology," Psychology & Marketing, Vol.25, No.5, pp.416-443, 2008.

상세보기
A. Bryman and D. Cramer, Quantitative Data Analysis: with SPSS Release 8 for Windows A Guide for Social Scientists, Routledge: London and New York, 1999.
S. Turpin and W. Hersh, Why batch and user evaluationsdo not give the same results?, In Proceedings of the annual international ACM SIGIR conference on research and development in information retrieval, New Orleans, Louisiana, United States ACM, pp.225-231, 2001.
Li Xiao and Subhasish Dasgupta, "MEASUREMENT OF USER SATISFACTION WITH WEB-BASED INFORMATION SYSTEMS:AN EMPIRICAL STUDY," - Eighth Americas Conference on Information Systems, 2002.
Li Xiao, Subhasish Dasgupta, and Maarten Gelderman, "The relation between user satisfaction, usage of information systems and performance," Information & Management, Vol.34, No.1, pp.11-18, 1998.

상세보기
L. Y. Cheng, C. C. Yang, and H. M. Teng, "An Integrated Model for Customer Relationship, Management: An Analysis and Empirical Study," Human Factors and Ergonomics in Manufacturing & Service Industries, Vol.2, No.12, pp.1-20, 2011.
R. Bose and V. Sugumaran,"Application of Knowledge Management Technology in Customer Relationship Management," Knowledge and Process Hanagement, Vol.10, No.1, pp.3-17, 2003.

상세보기
Z. Chen and Alan J. Dubinsky, "A. Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation. Psychology & Marketing," Vol.20, No.4, pp.323-347, 2003.

상세보기
A. Parasuraman and D. Grewal, "The impact of technology on the quality-value-loyalty chain: a research agenda," Journal of the Academy of Marketing Science, Vol.28, pp.168-174, 2000.

상세보기
N. Flynn, Public Sector Management, Financial Times Prentice Hall: Harlow, 2002.
D. Brown and S. Florella, Influence Marketing, Indianapolis: Que Publishing, 2013.
D. Chapman and T. Cowdell, New Public Sector Marketing, Financial Times Pitman Publishing: London, 1998.
R. W. Belk, "Situational Variables and Consumer Behavior," Journal of Consumer Research, Vol.2, pp.157-164, 1975.

상세보기
M. D. Bunn, "Taxonomy of Buying Decision Approaches," The Journal of Marketing, Vol.57, No.1, pp.38-56, 1993.

상세보기
W. B. Dodds, K. B. Monroe, and D. Grewal "Effect of Price, Brand, and Store Information on Buyer's Product Evaluation," Journal of Marketing Research, Vol.28, pp.307-319, 1991.

상세보기

저자의 다른 논문 :

표제어: PCR

동의어: Packet Collision Rate

용어 설명 출처 목록 (6)

용어 설명: PCR은 세균 특이성이 있는 primer를 이용하여 적은 수의 세균이 있을지라도 쉽게 검출할 수 있는 유용한 방법이며, 이를 이용하여 구강 내 치면세균막이나 타액에서 직접 세균을 검출할 수 있게 되었다[8].

내보내기 구분	파일저장 인쇄 메일전송
구성항목	기본정보 상세정보 관리번호, 논문명, 저널/프로시딩명, 저자 , 발행년, 권, 호, 시작페이지, 끝페이지, 발행기관 관리번호, 논문명, 대등논문명, 저자 , 저널/프로시딩명, 발행기관, 발행년, 발행언어, 권, 호, 시작페이지, 끝페이지, ISBN, ISSN, 주제분야, 키워드, 초록(한글), 초록(영문), 저자(소속기관)
저장형식	Text(ASCII format) Excel format RefWorks Direct Export RIS format (for Reference Manager, ProCite, EndNote), Scholar's Aids, Mendeley
메일정보	받는사람 (필수) @ 보내는사람 (선택) @ 제목 내용 KISTI 검색결과 이메일 서비스
안내	총 건의 자료가 검색되었습니다. 다운받으실 자료의 인덱스를 입력하세요. (1-10,000) 검색결과의 순서대로 최대 10,000건 까지 다운로드가 가능합니다. 데이타가 많을 경우 속도가 느려질 수 있습니다.(최대 2~3분 소요) 다운로드 파일은 UTF-8 형태로 저장됩니다. 파일의 내용이 제대로 보이지 않을실 때는 웹브라우저 상단의 보기 -> 인코딩 -> 자동선택 여부를 확인하십시오. ~ Text(ASCII format) Excel format

연합인증