Journal of the Korean Society for information Management (정보관리학회지)

Korean Society for Information Management (한국정보관리학회)
권호 표지
DOI QR코드

DOI QR Code

System Improvement Strategy by User Satisfaction Index Model Development and Measurement of Information System

정보시스템 이용자 만족지수 모델 개발 및 측정을 통한 시스템 개선방안

  • 박용재 (한국전자통신연구원사업화전략연구팀) ;
  • 이상환 (한국과학기술정보연구원지식정보센터) ;
  • 곽승진 (충남대학교 사회과학대학 문헌정보학과)
  • Published : 2007.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

By measuring satisfaction index of the users of Information System, it is possible not only to estimate ROI(Return on Investment) but also to draw the device for the efficiency and improvement of the System. This study tries to give User Satisfaction Index Model for the System, and present operators and managers of the system with the method for improving satisfaction and efficiency by measuring the User Satisfaction Index of representative information systems. For this, the survey was carried out for the representative information systems. On the basis of the analysis, Satisfaction Index was drawn and through Matrix Analysis, the strategy for system improvement was derived.

정보시스템을 사용하는 이용자들의 만족지수를 측정함으로써 시스템 투자 대비 효과를 정성적으로 측정할 수 있을 뿐만 아니라 향후 시스템의 효율성 및 시스템 개선노력을 위한 방안도 도출할 수 있다. 본 연구에서는 정보시스템의 이용자만족지수 모델을 제안하고 대표적인 정보시스템들의 이용자만족지수를 측정함으로써 이들 시스템 운영자 및 관리자들에게 시스템 만족도 제고 및 효율성 향상을 위한 개선방안을 제시하고자 한다. 본 연구의 수행을 위해 대표적인 정보시스템들을 대상으로 웹 설문조사를 실시하였으며, 분석결과를 바탕으로 만족지수를 산출하고 Matrix 분석을 통해 시스템 개선방안을 도출하였다.

Keywords

References

  1. 김선애. 2006. 공공도서관 서비스 고객만족도 평가체계에 관한 연구. 한국도서관·정보학회지, 37(3): 1-16
  2. 김희섭, 박용재. 2004. 정보시스템의이용자 만족지수 모형개발 및 측정. 정보관리학회지, 21(4): 153-171 https://doi.org/10.3743/KOSIM.2004.21.4.153
  3. 박종호. 2003. 효과적 산업 고객관리를 위한 고객만족지수 개발 및 활용에 관한 사례연구. 한국과학기술원, 석사학위논문
  4. 오동근. 2005. 공공도서관의 서비스품질이 이용자만족도와 충성도에 미치는 영향. 정보관리학회지, 22(4): 61-78 https://doi.org/10.3743/KOSIM.2005.22.4.061
  5. 황재영, 이응봉, 최호남. 2006. 국가과학기술전자도서관 고객만족지측정에 관한연구. 한국도서관.정보학회지, 37(4): 1-24
  6. Chin, W. W. 1998. The Partial Least Squares Approach to Structural Equation Modeling. G. A.
  7. Chiou, J. S. 2004. 'The Antecedents of Consumers' Loyalty toward Internet Service Providers.' Information & Management, 41(6): 685-695 https://doi.org/10.1016/j.im.2003.08.006
  8. DeLone, W. H. & McLean, E. R. 1992.'Information Systems Success : The Quest for the Dependent Variable .'Information Systems Research, 3(1): 60-95 https://doi.org/10.1287/isre.3.1.60
  9. DeLone, W. H. & McLean, E. R. 2003.'The DeLone and McLean Model of Information Systems Success : A Ten-Year Update.' Journal of Management Information Systems 19(4): 9-30 https://doi.org/10.1080/07421222.2003.11045748
  10. Dutka, A. 1994. AMA Handbook of Customer Satisfaction: A Complete Guide to Research Planning and Implementation. NTC Business Books, Lincolnwood, IL
  11. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J. & Bryant, B.E. 1996. ' The American Customer Satisfaction Index : Nature, Purpose, and Findings.' Journal of Marketing, 60(4): 7 - 18 https://doi.org/10.2307/1251898
  12. Fornell, C. & Larcker, D. 1981.'Evaluating Structural Equation Medels with Unobservable Variables and Measurement Error.' Journal of Marketing Research, 8(1): 39-50 https://doi.org/10.2307/3151312
  13. Gefen, D. & Straub, D. 2005.'A Practical Guide to Factorial Validity Using PLS - GRAPH: Turorial and Annotated Example.' Communications of the Association for Information Systems, 16: 91-109
  14. Gerpott, T. J., Rams, W. & Schindle, A. 2001.'Customer Retention, Loyalty, and Satisfaction in the German Mobile Cellular Telecommunications Market.' Telecommunications Policy, 25(4): 249-269 https://doi.org/10.1016/S0308-5961(00)00097-5
  15. Martensen, A. & Gronholdt, L. 2003.'Improving Library User's Perceived Quality, Satisfaction and Loyalty: An Integrated Measurement and Management System .'The Journal of Academic Librarianship, 29(3): 140-147 https://doi.org/10.1016/S0099-1333(03)00020-X
  16. Naumann, E. & Giel, K.1995. Customer Satisfaction Measurement and Management: Using the Voice of the Customer. Thomson Executive Press, Cincinnati, OH
  17. Negash, S., Ryan T. & Igbaria, M. 2003.' Quality and Effectiveness in Web-based Customer Support Systems.' Information & Management, 40(8): 757-768 https://doi.org/10.1016/S0378-7206(02)00101-5
  18. Phelps, R and Mok, M. 1999.'Managing the Risks of Intranet Implementation: An Empirical Study of User Satisfaction .' Journal of Information Technology, 14(1): 39-52 https://doi.org/10.1080/026839699344737
  19. Seddon, P. B. 1997.'A Respecifciation and Extension of the DeLone and McLean Model of IS Success.' Information Systems Research, 8(3): 240-253 https://doi.org/10.1287/isre.8.3.240
  20. Skok, W. Kophamel, A. & Richardson, I. 2001.' Diagnosing Information Systems Success: Importance - Performance Maps in the Health Club Industry.'Information & Management, 38(7): 409-419 https://doi.org/10.1016/S0378-7206(00)00076-8
  21. Turel, O. & Serenko, A. 2006.'Satisfaction with Mobile Services in Canada: An Empirical Investigation.'Telecommunications Policy, 30(5-6): 314-331 https://doi.org/10.1016/j.telpol.2005.10.003
  22. Yang, Z. & Peterson, R. T. 2004.'Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs.'Psychology & Marketing, 21(10):271-282 https://doi.org/10.1002/mar.20030

Cited by

  1. A Study on the Evaluation and Improvement of the Korean National Assembly Digital Library by Applying ISA(Importance-Satisfaction Analysis) vol.45, pp.3, 2011, https://doi.org/10.4275/KSLIS.2011.45.3.327