이용자 기반 NDSL정보서비스품질측정(NDSLQUAL) 모형 개발 연구

Abstract

Although it is necessary to analyze the user nature for the NDSL information service quality, there is currently lack of standardized measuring methods and instruments for evaluating these service quality. This study suggests the integrated model of measuring NDSL service quality. The NDSLQUAL model is conducting the online survey and offline pilot test by SEM. As a result, the score of the total service quality index has shown as 69.9. For searching theses, the score of the quality has shown as 70.5, searching patents as 71.4, and searching tendency as 71.0 for each service provided through NDSL. This research will help information service providers to utilize the strategic information for improving customer satisfaction and enhance the NDSL information service quality.