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Journal of Korean Society for Quality Management > Volume 38(4); 2010 > Article
Journal of Korean Society for Quality Management 2010;38(4): 549-.
전자정부의 Self Service Technology(SST)에 대한 서비스품질과 만족도에 관한 연구
유원상1, 김성호2, 조성빈3
1고려대학교 경영대학
2한양대학교 경영대학
3서강대학교 경영학과
The Relationship between Service Quality and Satisfaction of E-government Self Service Technology (SST)
Weon-Sang Yoo1, Jonathan S. Kim2, Sung-Bin Cho3
1Korea University Business School
2Hanyang University, School of Business
3Sogang University, School of Business
ABSTRACT
The role and use of self-service technology (SST) becomes increasingly more important in the e-government service area. Users evaluate the service quality of SST in their everyday life and this evaluation works as a guideline of how SST should evolve for user satisfaction. This study classifies the types of SST according to its purpose and interface, and then investigates the causal relationship of service quality and user satisfaction. In the process, we introduced the three dimensions of service quality - usability, information, and empathy. The analysis results indicate that the three service quality dimensions have positive influence on user satisfaction. While the relationship between information and empathy is significant, that between usability and empathy is not significant. Implications and future research directions are also discussed.
Key Words: E-government;SST;Service Quality;Satisfaction;
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