전자정부의 e-서비스평가 :SERVQUAL vs. SERVPERFService Quality Measures in e-Government Service:SERVQUAL vs. SERVPERF
- Authors
- 박정훈; 주희엽; 권현주
- Issue Date
- Dec-2002
- Publisher
- 대한경영학회
- Keywords
- e-Government; service quality; SERVQUAL; SERVPERF_____
- Citation
- 대한경영학회지, v.15, no.4, pp 381 - 398
- Pages
- 18
- Journal Title
- 대한경영학회지
- Volume
- 15
- Number
- 4
- Start Page
- 381
- End Page
- 398
- URI
- https://scholarworks.bwise.kr/cau/handle/2019.sw.cau/65909
- ISSN
- 1226-2234
2465-8839
- 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.
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