- P-ISSN1013-0799
- E-ISSN2586-2073
- KCI
A Study on Online Science & Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis
Abstract
The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.
- keywords
- NDSLQual, expectation and disconfirmation theory, service quality, perceived performance, user satisfaction, information service, 기대불일치 이론, 서비스 품질, 지각된 성과, 이용자 만족, 정보서비스
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