Public Internet Service and Customer Satisfaction with a Focus on Public Agencies in Korea

Park, Hee-Jun; Son, Seok-Hee; Kim, Hong-Sung

Journal of Korean Society for Quality Management > Volume 39(4); 2011 > Article

Journal of Korean Society for Quality Management 2011;39(4): 565-.

정부기관이 제공하는 인터넷 서비스의 고객 만족도 측정 및 평가

박희준, 손석희, 김홍성

연세대학교 정보산업공학과

Public Internet Service and Customer Satisfaction with a Focus on Public Agencies in Korea

Hee-Jun Park, Seok-Hee Son, Hong-Sung Kim

Department of Information & Industrial Engineering, Yonsei University

ABSTRACT

Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.

Key Words: Public Web Service;eQual(previously called WebQual);Customer Satisfaction;