Journal of The Korea Society of Computer and Information 2023 KCI Impact Factor : 0.65
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pISSN : 1598-849X / eISSN : 2383-9945
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KJCKorea
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A Study on Structural Relationships between Information Service Quality and Performance
- Journal of The Korea Society of Computer and Information
- Abbr : JKSCI
- 2008, 13(6), pp.301-314
- Publisher : The Korean Society Of Computer And Information
- Research Area : Engineering > Computer Science
Seonjin Shin 1, IL RYU 2
1서강대학교
2순천대학교
Accredited
ABSTRACT
The purpose of this study is to examine the effect of information service quality on user satisfaction and individual performance in Outbound Callcenter. A survey was conducted and data were collected from 330 respondents of 1 company which adopted CMS. Validity and reliability of the research instrument were tested and research hypotheses were examined using PLS Graph 3.0. As a result of data analysis, 6 out of 8 hypotheses were supported. User satisfaction is significantly influenced by information quality factors such as accuracy, currency, and relevancy. 2) Also, User satisfaction is significantly affected by internal service quality factors such as training support and reward system. 3) Individual performance is significantly influenced by user satisfaction. Implications of these findings are discussed for researchers and practitioners.
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