- P-ISSN1013-0799
- E-ISSN2586-2073
- KCI
정보센터의 사용자 지원활동이 사용자 만족도에 미치는 영향에 관한 연구
A Study of the Effect on End-User Satisfaction for the End-User Supporting Activities in Information Center
초록
조직은 최종사용자 업무를 지원하기위한 새로운 정보시스템을 투자하고 있으며 이러한 정보시스템을 통한 이점은 정보센터의 효과적인 지원과 지원에 대한 사용자의 만족도에 의해 크게 좌우되어가고 있다. 정보센터는 정보 집약적이며 최신의 기술을 활용하여 조직의 역량을 전달하기 위해 사용자를 지원하므로 정보센터는 최종사용자 지원활동과 관련하여 매우 중요한 의미를 갖는다. 본 연구는 정보센터의 사용자 만족도와 관련된 정보제공, 신뢰제공, 그리고 시스템 제공역량과 같은 최종사용자 지원요인들을 살펴봄으로서 사용자만족도 향상을 위해 고려되어야 할 사항에 대해 논의하였다. 정보제공, 서비스 스텝의 신뢰성제공, 그리고 시스템제공 역량 등 18개의 잠재요인으로 252명의 사용자에 대한 설문내용을 기초로 3개의 가설을 검증하였다. 또한, 동일한 잠재요인에 대해 지원요인의 지각된 중요도와 수행정도의 차이를 통해 서비스 품질 격차를 조사하였다. 연구결과 정보제공 활동, 서비스 신뢰성제공 활동, 그리고 시스템 제공역량은 정보센터의 사용자 만족도에 유의한 영향을 미치는 것으로 파악되었으며, 사용자 만족도는 정보센터의 지원요인에 대한 지각된 중요도와 수행정도에 대한 서비스 품질 격차의 정도에 의해서도 영향을 받는 것으로 밝혀졌다.
- keywords
- 정보센터, 사용자 만족도, 최종사용자 지원, 서비스품질 지수, information center, user satisfaction, end-user support, service quality
Abstract
Organizations are investing in information systems for an ever-increasing number of end-user tasks. Extracting benefit from these investments increasingly depends on supporting effective use of information center and satisfying information center users. Information center is information intensive and the use of advanced technology may support user for delivering an unique capabilities in an organization. Information center represents an important source which seems very well suited for end-users support investigation. This research explores the end-user support factors that correlate with user satisfaction in information center. To exam user satisfaction, information supporting , service reliability, and system capabilities were identified as potential predictors of end-user support satisfaction at information center. Three hypotheses have been tested with the survey of 252 end-users examines 18 potential end-user support factors such as information supporting, service staff attitude, and system capabilities at information center. Service quality gap between perceived importance and performance for each support factor, is computed. The relationship between these service quality gaps and user satisfaction are tested. This study presents that the level of information supporting , service reliability, and system capabilities are significantly to user satisfaction, and it is influenced by the extent of service quality gap between perceived importance and performance for each support factor.
- keywords
- 정보센터, 사용자 만족도, 최종사용자 지원, 서비스품질 지수, information center, user satisfaction, end-user support, service quality
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