정보기술 혁신수용정도에 따른 “철도 여행안내센터” 이용자 만족도 측정에 관한 연구 = 동대구역 여행안내센터 방문객을 대상으로

다국어 초록 (Multilingual Abstract)

The purposes of this study were threefold: (1) to propose a model with information quality, system quality, and service quality as the key factors to influence users` satisfaction with travel information centers in railroad stations, (2) to examine the relationship between users` satisfaction and their intention to revisit travel information centers; and (3) to examine the moderating effect of the acceptance level of information technology on the relationships between three independent factors and users` satisfaction with travel information centers. The 330 questionnaires were distributed to visitors of Dong Daegu railroad station. The findings indicated that first, the information quality and service quality were significantly related to the users` satisfaction with travel information center while system quality did not. Second, the users` satisfaction positively affected their intention to revisit travel information centers. Finally, acceptance level of information technology played a moderating role in the relationship between the service quality and the users` satisfaction with travel information centers. Overall, the findings suggest that employees need to continuously provide updated information and maintain service quality to capture visitors` new needs since macro-environmental change in IT environments might require changes to travel information centers. Limitations of the studies and agenda for future research were also discussed.

참고문헌 (Reference)

1 동아일보, "해외여행 갈 때 인천공항? 나는서울역 간다"

2 이학렬, "정보시스템의 고객에 관한 품질이 성과에 미치는 영향 : 고객관계관리를 중심으로" 한국산업경제학회 18 (18): 2733-2753, 2005

3 설성진, "정보시스템 품질과 성과간의 관계에 조절변수의 영향에 관한 연구 -세무회계정보시스템을 중심으로-" 한국산업경제학회 17 (17): 601-622, 2004

4 현용호, "온라인과 오프라인 간 만족전이(Satisfaction Transfer)를 통한 은행서비스 품질 평가에 관한 연구: 대구은행을 대상으로" 한국기업경영학회 19 (19): 119-138, 2012

5 박인곤, "스마트폰 이용자들의 이용과 충족, 의존도, 수용자 혁신성이 스마트폰 이용만족에 미치는 영향에 관한 연구" 한국지역언론학회 10 (10): 192-225, 2010

6 남장현, "스마트폰 어플리케이션 품질 평가에 관한 연구 - 패밀리 레스토랑 Outback 어플리케이션을 대상으로 -" 한국외식경영학회 14 (14): 221-240, 2011

7 조선일보, "스마트폰 앱으로 쉽게 여행하세요"

8 김동일, "백화점의 정보품질과 서비스품질이 서비스만족도에 미치는 영향 -경남지역 백화점을 중심으로-" 한국콘텐츠학회 7 (7): 133-143, 2007

9 노정철, "관광정보시스템 가치평가에 관한 연구: 퍼지수 적용" (사)한국관광레저학회 14 (14): 267-286, 2002

10 김진동, "관광안내소 운영분석을 통한 발전방안 연구" 463-478, 2008

11 조명환, "관광안내소 및 관광정보서비스 평가에 대한 연구" 258-267, 2002

12 Oliver, L. R., "Whence consumer loyalty?" 63 (63): 33-44, 1999

13 Shin, D., "What do people with digital multimedia broadcasting?" 6 (6): 258-275, 2008

14 Zviran, M., "User satisfaction from commercial web sites: The effect of design and use" 43 : 157-178, 2006

15 Gelderman, M., "The relation between user satisfaction, usage of information systems and performance" 34 : 11-18, 1998

16 Ong, C., "The measurement of user satisfaction with question answering systems" 46 : 397-403, 2009

17 Namkung, Y., "The effects of interactional fairness on satisfaction and behavioral intentions: Mature versus non-mature customers" 28 (28): 397-405, 2009

18 Muylle, S., "The conceptualization and empirical validation of web site user satisfaction" 41 : 543-560, 2004

19 Anderson, J. C., "Structural equation modelling in practice: A review and recommended two-step Approach" 103 : 411-423, 1988

20 Byrne, B. M., "Structural equation modeling with AMOS: basic concepts, applications and programming" Lawrence Erlbaum Associatons Inc 2001

21 Henry, J. W., "Structural equation model of end-user satisfaction with a computer-based medical information systems" 7 (7): 21-33, 1994

22 Rust, R. T., "Service quality: Insights and managerial implications from the frontier, In Service Quality: New directions in theory and practice" Sage Publications Inc 1994

23 Xiang, Z., "Representation of the online tourism domain in search engine" 47 (47): 137-150, 2008

24 Negash, "Quality and effectiveness in Web-based customer support systems" 40 : 757-768, 2002

25 Buhalis, D., "Progress in information technology and tourism management:　20 years on and 10 years after the Internet: The state of eTourism research" 29 (29): 609-623, 2008

26 Lu, J., "Personal innovativeness, social influences and adoption of wireless Internet services via mobile technology" 14 (14): 245-268, 2005

27 Ping, R. A., "On assuring valid measures for theoretical models using survey data" 57 : 125-141, 2004

28 Ong, C. S., "Measuring user satisfaction with knowledge management systems: Scale development, purification, and initial test" 23 (23): 1329-1346, 2007

29 동아일보, "KTX 개통에 실려온 지역 상업,문화, 관광 새바람은"

30 Midgley, D. F., "Innovativeness: the concept and its measurement" 4 (4): 229-242, 1978

31 Hirschman, E. C., "Innovativeness, novelty seeking, and consumer creativity" 7 (7): 283-295, 1980

32 Goldsmith, R. E. &, "Innovative online buyers" 2001

33 DeLone, W., "Information systems success: the quest for the dependent variable" 3 (3): 60-95, 2002

34 Martin, H. S., "Influence of the user's psychological factors on the online purchase intention in rural tourism: Integrating innovativeness to the UTAUT framework" 341-350, 2012

35 Chen, C., "Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems-An empirical study" 47 : 308-315, 2010

36 Goldsmith, R. E., "How innovativeness differentiates online buyers" 1 (1): 323-333, 2000

37 Rogers, E. M., "Diffusion of innovations" The Free Press 1983

38 Rogers, E. M., "Diffusion of innovations" The Free Press 1995

39 Yoo, C. Y., "Developing and validating a multidimensional consumer based equity scale" 52 : 1-14, 2001

40 Hu, L., "Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives" 6 (6): 1-55, 1999

41 Rogers, E. M., "Communication of innovations" The Free Press 1971

42 Wang, R. Y., "Beyond accuracy: What data quality means to data consumers" 12 (12): 5-34, 1996

43 Citrin, A. V., "Adoption of internet shopping: The role of consumer innovativeness" 100 (100): 294-300, 2000

44 Lee, Y. W., "AIMQ: a methodology for information quality assessment" 40 (40): 133-146, 2002

45 Mchaney, R., "A validation of the end-user computing satisfaction instrument in Taiwan" 39 (39): 503-511, 2002

46 Lu, Y., "A study on factors that affect users' behavioral intention to transfer usage from the offline to the online channel" 27 (27): 355-364, 2011

47 Lee, H. Y., "A study of the impact of personal innovativeness on online travel shopping behavior: A case of Korean travelers" 28 (28): 886-897, 2007

48 Coelho, A., "A mobile advertising platform for eTourism" 203-214, 2011

49 Sedera, D., "A factor and structural equation analysis of the enterprise systems success measurement model" 449-, 2004

50 Au, N., "A critical review of end-user information system satisfaction research and a new research framework" 30 : 451-478, 2002

51 Parasuraman, A., "A conceptual model of service qualty and its implication for future research" 49 : 41-50, 1985

52 Agarwal, R., "A conceptual and operational definition of personal innovativeness in the domain of information technology" 9 (9): 204-215, 1998