IT 컨설팅 서비스의 품질 및 사용자 만족도 측정에 관한 연구 : 수정된 SERVQUAL 척도

다국어 초록 (Multilingual Abstract)

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.