전자정부의 e-서비스평가 :SERVQUAL vs. SERVPERF

Abstract

Service Quality Measures in e-Government Service: S E R V Q U A L v s . S E R V P E R FPark, J. Huninternet as the specific service chanel. Although fascination and speculation surrounds the impact of the e-Government and its service quality on user behavior, th e r e i s l i t l e e m p i r i c a l e v i d e n c e underlying al this speculation. This article provides on such data s e t . A l s o , i t r e p o r t s o n t h e critical isues that users found salient as they browsed t h r o u g h e-Government websites. We gathered users' reactions via open-ended survey. We relate the reactions to the factors of tangibility, assurance, responsibility, empathy, and reliability w h i c h w e h a d i d e n t i f i e d f r o m t h e existing literature on service quality. Additional structured questionaires were administered to translate these factors to the e-Government context and to explore their relative salience. We also eva l u a t e d S E R V Q U A L a n d S E R V P E R F a s p o t e n t i a l s e r v i c e q u a l i t y m easures for e-Government. The results show that SERVPERF seems more promising than SERVQUAL. The results also suggest that e-Government service providers ned to think more about how they perform on the isues known t o a f e c t u s e r s ' d e c i s i o n m a k i n g a n d s e r v i c e s a t i s faction. We offer advice for enhancing the service quality of e-Government.