논문 상세보기
pp.30-38
IT security service provides customers with the capability of protecting the networked information asset and infrastructures, and the scope of security service is expanding from a technology-intensive task to a comprehensive protection system for IT environment. To improve the quality of this service, a research model which help assess the quality is required. Several research models have been proposed and used in various service areas, but few cases are found for IT security service. In this work, a research model for the IT security quality has been proposed, based on research models such as SERVQUAL and E-S-QUAL. With the proposed model, factors which affect the service quality and the best quality measure have been identified. And the feasibility of using quantitative measures for quality has been examined. For analysis, structural equation modeling and various statistical methods such as principal component analysis were used. The result shows that satisfaction is the most significant measure affected by the proposed quality factors. Two quality factors, fulfillment and empathy, are the main determinants of the service quality. This leads to a strategy of quality improvement based on factors of emotion and perception, not of technology. The quantitative measures are considered as promising alternative measures, when combined with other measures. In order to design reliable quantitative measures, more work should be done on target processing time and users’ expectation. It is hoped that work of this research will provide efficient tools and methods to improve the quality of IT security service and help future research works for other IT service areas.
2. 선행 연구
2.1 서비스 품질 및 e-서비스 품질
2.2 적용 사례
3. 연구 모형의 설정
4. 분석 및 시사점
4.1 데이터 수집 및 측정 모형 분석
4.2 인과관계 분석 및 결과 해석
4.3 정량지표의 사용 가능성
4.4 모형 적합도
4.5 시사점
5. 결 론
Acknowledgement
References
