The Relationship between Service Quality and Satisfaction of E-government Self Service Technology (SST)

Yoo, Weon-Sang; Kim, Jonathan S.; Cho, Sung-Bin

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;