공공기관 홈페이지 고객유형별 서비스 만족도 모델 개발에 관한 연구

Abstract

The purpose of this study is to analyze various factors comprising an on-line service quality in public organization; determine possible factors that affects customer satisfaction and loyalty. Customer satisfaction model is designed to evaluate major factors, such as system quality, contents quality and customer supporting quality, and to assess relationship between these factors. Partial least squares(PLS) algorithm is used to develop customer satisfaction measurement model. To evaluate validity of developed model, survey data on 16 public sector's homepage is to applied.