바로가기메뉴

본문 바로가기 주메뉴 바로가기

logo

Article Contents

Next
e-Submission

Vol.24 No.3
Citation Share

A Study of the Effect on End-User Satisfaction for the End-User Supporting Activities in Information Center

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2007, v.24 no.3, pp.5-19
https://doi.org/10.3743/KOSIM.2007.24.3.005

(2007). A Study of the Effect on End-User Satisfaction for the End-User Supporting Activities in Information Center. Journal of the Korean Society for Information Management, 24(3), 5-19, https://doi.org/10.3743/KOSIM.2007.24.3.005
  • Downloaded
  • Viewed
PDF Download

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

Reference

1.

(2000). IS 서비스품질 측정과 이용자 만족도 간의 관계에 관한 연구. 20, 150-162.

2.

(2006). 대학도서관 전자저널이용자의 이용행태와 만족도에 관한 연구. 23(4), 127-146.

3.

(2004). SERVQUAL모형의 활용실태와 개선방안. 5(1), 449-470.

4.

(1993). The Development of a Tool for Measuring and Analyzing Computer User Satisfaction. , 519-529.

5.

(1988). The Management of the End-User Environment. , 107-113.

6.

(1993). An Examination of Sources of Support preferred by End-User Computing Personnel Journal of End User Computing. , 4-12.

7.

(1998). Applied Information Quality: a Framework for Thinking about the Quality of Specific Information. 75, 864-877.

8.

(1993). An Investigation of Factors Contributing to Satisfaction with End-User Computing Process Canadian Journal of Administrative Sciences. , 212-229.

9.

(1992). The Quest for the Dependent Variable. , 60-95.

10.

(1997). Assessing User Computing Effectiveness: An Integrated Model. 9(2), 3-14.

11.

(1998). Multi-Variate Data Analysis. , -.

12.

(1994). A Structural Equation Model of End-User Satisfaction with a Computer Based Medical Information System. , 21-34.

13.

(2000). A note on SERVQUAL reliability and Validity in Information System Service Quality Measurement. 31(1), 725-744.

14.

(1999). The Psychological Origins of Perceived Usefulness and Ease-of Use. 35(4), 237-250.

15.

(1994). Perceived Service Quality and User Satisfaction with the Information Service Function. , 737-766.

16.

(2000). Improving IS Quality. 2(1), 22-27.

17.

(2004). A Service Quality and Sucess Model for the Information Service Industry. 156, 628-542.

18.

(1983). The Marketing Aspect of Service Quality In Emerging Perspectives on Service Marketing. , 99-107.

19.

(2000). Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce. 38(4), 421-432.

20.

(1994). Impact of End-User and Information Center Characteristics on End User Computing Support Journal of Management Information Systems. , 141-166.

21.

(1995). An assessment of applicability of SERVQUAL dimensions as customerbased criteria for evaluating quality of services in an academic library. , -.

22.

(1988). A Multi- Item Scale for Measure Consumer Perception of Service Quality Journal of Retailing. , 12-40.

23.

(1991). A Guide to Measuring and Managing IT Benefits. , -.

24.

(1997). A Re-specification and Extension of the DeLone and McLean Model of IS Success. 8(3), 240-254.

25.

(2002). Understanding User Acceptance of Digital Libraries: What are the Roles of Interface Characteristics, Organizational Context, and Individual Differences?. 57(3), 215-242.

26.

(1993). The Place and Value of Documentation in End User Computing. , 147-158.

Journal of the Korean Society for Information Management

e-Submission OA Policy