교육정보공시 서비스 품질 측정을 위한 이론적 검토 = A Theoretical Study on the Measurement Scale of Education Information Disclosure System Service

다국어 초록 (Multilingual Abstract)

This study investigates the measurement scale of education information disclosure system service by customer perspective. The purpose of this paper is to prepare the theoretical basis to measure education information disclosure system service. I propose 10 measurement scales that come out the SERVQUAL model. And the SERVQUAL model is based on the disconfirmation model. The education information disclosure system service has two characteristics. One is e-service that served by the internet. The other is the information disclosure service in early stage. In the beginning of a policy, the outcome quality is more important than the process quality. So I choose the E-S-QUAL model that is modified of the SERVQUAL model. And I add some scales that are called the outcome quality. My scales are comprised of two quality: the process quality and the outcome quality. The scales of process quality are efficiency, fulfillment, system availability and privacy. And the scales of outcome quality are accuracy, timeliness, reliability, relevance, sufficiency, and format. The implication of this study is, firstly, policy managers should build technically perfect web system for the process quality. Secondly, the education information disclosure system service should provide sufficient and accurate information by understandable format for the outcome quality.

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