- P-ISSN1013-0799
- E-ISSN2586-2073
- KCI
정보시스템 이용자 만족지수 모델 개발 및 측정을 통한 시스템 개선방안
System Improvement Strategy by User Satisfaction Index Model Development and Measurement of Information System
곽승진 (충남대학교)
이상환 (한국과학기술정보연구원)
초록
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
- 정보시스템, 이용자만족지수, 매트릭스 분석, 개선방안, Information System, User Satisfaction Index, Matrix Analysis, Improvement Strategy, PLS, Partial Least Squares, Information System, User Satisfaction Index, Matrix Analysis, Improvement Strategy, PLS, Partial Least Squares, Information System, User Satisfaction Index, Matrix Analysis, Improvement Strategy, PLS, Partial Least Squares
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.
- keywords
- 정보시스템, 이용자만족지수, 매트릭스 분석, 개선방안, Information System, User Satisfaction Index, Matrix Analysis, Improvement Strategy, PLS, Partial Least Squares, Information System, User Satisfaction Index, Matrix Analysis, Improvement Strategy, PLS, Partial Least Squares, Information System, User Satisfaction Index, Matrix Analysis, Improvement Strategy, PLS, Partial Least Squares
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