해운기업 정보시스템의 서비스품질 측정에 관한 실증연구

Abstract

The 21st Century is the information age which the knowledge and information technology are appearing as the core resources of industry.

The change of environment into this information age makes the role of information system department to change from the role of products developer and operation manager to that of service provider within the system of each enterprise.

This change in the shipping service industry has no exception. Accordingly, we make the service quality of information system in the Korean shipping firms to be high quality and advanced and then consider the competitiveness of enterprise and will have to improve the personal service of employee in the shipping firms and increase the job satisfaction inwardly and outwardly.

Accordingly, the purpose of this study is to develop the measure which can value the service quality of information system in the shipping firms at the object of employee in the shipping firms and to analyse the effect which the dimensions of service quality for the information system of shipping firms have upon the whole-scale satisfaction of users of information system in the shipping firms, and thus to emphasize its importance and also to expand it to the service-studying-scope of shipping service industry.

In this study, I keep pace with the theoretical study based on the literature survey and empirical study in order to construct the information system of shipping firms in Korea , to make use of its utility conditions and to analyse the service quality of information system.

For analyzing the data, SPSS 10.0 was used to understand the characteristics of samples. The reliability of data was examined by the use of chronbach'α Coefficient, the factor analysis was carried out to examine the propriety of data and clarify the dimensions of service quality of information system in the shipping firms.

Also, I executed t-test to measure the perceived service quality of user, and then the regression analysis to understand the effect which the perceived information system quality of shipping firms has upon the whole-scale satisfaction.

The results of this study are summarized as shown in the followings.

Firstly, as the results of confirming the dimensions of service quality of information system in the shipping firms, the factors of service quality perceived by the user are analysed as 6 factors of concreteness, reliability, certainty, sympathy, suitability and reply-ability.

Secondly, as the results of executing the variance analysis to check the difference of perception upon the characteristics of user about the service quality of information system in the shipping firms, it appeared that there is no difference of perception on the constituent of service quality of information system in the shipping firms, and it showed that there is a significant difference statistically upon the characteristics of jobs environment of users.

Thirdly, as the results of analysing the effect which the constituent of service quality of information system in the shipping firms has upon the whole-scale satisfaction on the service quality of user through the regression analysis, it appeared it has the effect upon the satisfaction of user in the order of sympathy, certainty, materiality, reply-ability and reliability.

As the factors of sympathy and certainty appeared as the most effective variable, we will have to know which the service of information system in the shipping firms is out of the simple hardware and the passive supporting scope as like the acquisition of reliability and quality of software, and then it must turn over the role which offers the positive service related to the information system, and set up the system, positively considering the availability of user in making the information system of shipping firms, and improve the efficiency of affairs through it, and will have to increase the profits of shipping firms ultimately.