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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2005.9
- 수록면
- 111 - 128 (18page)
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초록· 키워드
오류제보하기
This paper examines the validity of the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure the IS customers’ expectations and perceived quality of the services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. This on-going research so far, has been applied to six (6) different organizations that have received IT consulting services over the past years.
From the preliminary data collected, the correlation and the factor analyses were conducted to understand the underlying concept and refinement of the measurement tool. Although the correlation analysis showed a little tendency of collinearity among some of the variables, all showed sound relationship of the proposed hypotheses. The exploratory factor analytic approach was chosen because it does not set any priori constraints on the estimation of components or the number of components to be extracted. The number of different factor solutions was extracted and tested to see which solution represents better grouping of the variables. The Crombach’s Alpha was computed on different combinations of the factor solutions to ensure validity. The results show 8-dimensional IT consulting SERVQUAL measures which they are, assurance, knowledge & skill, customer relationship, support, empathy, process management, expertise, and education, seem more appropriate than the originally proposed 6 dimensions.
The study approach was non-experimental cross-sectional research design. The longitudinal design of follow-up studies to periodically revise and refine current measure is strongly recommended for fine tuning of the tool.
From the preliminary data collected, the correlation and the factor analyses were conducted to understand the underlying concept and refinement of the measurement tool. Although the correlation analysis showed a little tendency of collinearity among some of the variables, all showed sound relationship of the proposed hypotheses. The exploratory factor analytic approach was chosen because it does not set any priori constraints on the estimation of components or the number of components to be extracted. The number of different factor solutions was extracted and tested to see which solution represents better grouping of the variables. The Crombach’s Alpha was computed on different combinations of the factor solutions to ensure validity. The results show 8-dimensional IT consulting SERVQUAL measures which they are, assurance, knowledge & skill, customer relationship, support, empathy, process management, expertise, and education, seem more appropriate than the originally proposed 6 dimensions.
The study approach was non-experimental cross-sectional research design. The longitudinal design of follow-up studies to periodically revise and refine current measure is strongly recommended for fine tuning of the tool.
목차
Abstract
1. Introduction
2. Literature Review
3. Study Design
4. Data Analysis
5. Conclusion
6. Limitations and Contributions
References
APPENDIX
저자소개
참고문헌 (20)
참고문헌 신청
[학술지(정기간행물)] - / 1996 / SERVQUAL revisited：A critical review of service quality 10 (6) : 62 ~ 81
[학술지(정기간행물)] - / 2000 / Ensuring service quality for campus career services centers：A modified SERVQUAL scale 22 (3) : 236 ~ 245
[학술지(정기간행물)] - / 1990 / Consumer perceptions of service quality：An assessment of the SERVQUAL dimensions 66 (1) : 33 ~ 55
[학술지(정기간행물)] - / 1995 / Patient expectations of dental services 15 (3) : 23 ~ 31
[학술지(정기간행물)] - / 1992 / Measuring service quality：A reexamination and extension 56 (3) : 23 ~ 31
[학술지(정기간행물)] - / 2000 / Ensuring service quality for campus career services centers：A modified SERVQUAL scale 22 (3) : 236 ~ 245
[학술지(정기간행물)] - / 1990 / Consumer perceptions of service quality：An assessment of the SERVQUAL dimensions 66 (1) : 33 ~ 55
[학술지(정기간행물)] - / 1995 / Patient expectations of dental services 15 (3) : 23 ~ 31
[학술지(정기간행물)] - / 1992 / Measuring service quality：A reexamination and extension 56 (3) : 23 ~ 31
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