논문 상세보기
pp.150-160
The quality of service in ERP services is a key issue in innovating the ERP performance as an IT service for corporations. Currently, most of the research works for this area are based on the existing quality models such as SERVQUAL, which are said not to measure service quality properly. Also, it does not consider the factor of the system acceptance, which is thought to be closely related to the quality of service in this type of IT services. Therefore, a research model is required, which can address the issues related to the ERP service quality measurements. In this paper, new research models have been proposed, and empirical data obtained from SME’s ERP users have been applied to the proposed model to analyze the causal relationship between quality factors and to identify the most suitable quality measures. Also, the relationship between the service quality and the system acceptance was analyzed using a combined model. The results show that factors such as productivity and convenience affects the quality mostly and that the most appropriate measure for the service quality of ERP service is satisfaction. Also, for the system acceptance, the ease-of-use is the main factor. And, the service quality and system acceptance shows a strong correlation. This means that, in order to enhance the quality of ERP services, the service provider needs to provide customers with productivity-enhanced user-friendly IT services and active product support. The work of this research can help to improve the service quality and the user acceptance of ERP services and to lead further research works in this area.
2. 선행 연구
2.1 서비스 품질 기반 모형
2.2 기술 수용 기반 모형
2.3 서비스 품질과 시스템 수용의 상관성
3. 연구 모형의 설정
3.1 서비스 품질 모형(SQM : Service Quality Model)
3.2 시스템 수용 모형(SAM : System AcceptanceModel)
3.3 서비스 품질과 시스템 수용성의 상관성 분석
4. 분석 및 시사점 도출
4.1 데이터 수집 및 분석 방법
4.2 측정 데이터의 신뢰성 및 타당성 분석
4.3 요인 간 인과관계 분석
4.4 직무 구분에 따른 인과관계의 변화
4.5 모형 적합도
4.6 상관성 분석
4.7 서비스 품질 개선을 위한 시사점
5. 결 론
Acknowledgement
References
