유통업체 정보시스템의 서비스품질 측정에 관한 실증연구

Abstract

21C, now we enter upon, is a society focusing on information and valuing much of its role and laying stress upon the role of information in industrial activities or individual life. The past agricultural society of which the main resources were labor and land changed to the industrial society of which capital and energy were the main capabilities, and entered into information network society where knowledge and information technology appeared as the focal resources. This environmental change to information network society resulted in transferring the role of information system department from as product developer and executor to as service provider.

This information network system is not exceptional even in retailing industries and every company is coping with the rapidly changing social environment by newly establishing an information network system department in the company. In addition, each company increased investments on information network system, thereby the role of information system department expanding from as a mere developer including development & purchasing of applied programs, hardware support, education & system repair, etc. to as an information service provider.

Therefore, this study aimed at clarifying the degree of information system service quality and what effect its quality has upon the result of their management via preliminary research for the concept of retailing industry information network system and, further, suggesting a plan of raising efficiency for future retailing industry's designing, practicing & strategic using information network system.

This study executed a theoretical study by literature survey and empirical studies for the purpose of analyzing the service quality of Korean retailing industry information network system.

This classified the concept and characteristic of information system, its successful factors & determinants and degrees of service quality via literature survey, selected large-scaled retailers which are managing an information system department for the purpose of measuring service quality of retailers' information system and put an empirical analysis into practice over its employees.

Frequency analysis was applied to grasp the respondents' characteristics by means of SPSS 10.0. And Chronbach's α coefficient was examined to ascertain the reliability of the questionnaire items. Factor analysis was carried out to find out the determinants and factors of service quality of retailers' information system. In addition, regression analysis was applied to grasp the effect of service quality of retailers' information system giving upon the results of its management.

The results of this study were found to be as follows

First, as the result of confirming the degree of service quality of retailers' information system, the perceived service quality factors were divided into 6 factors of responsiveness, reliability, tangibles, appropriateness, empathy, and assurance.

Second, as the result of analyzing the effect of service quality factors of retailers' information system giving upon individual & organizational performance and general satisfaction by means of regression analysis, Appropriateness, empathy, responsiveness and tangibles were the main effecting factors to the individual performance in the order of importance. On the other hand, reliability, empathy, appropriateness, responsiveness and assurance were found to be the main effecting factors to the organizational performance in the order of importance.