A Study on Online Science &amp; Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis (기대불일치 분석기법을 적용한 온라인 과학기술정보 서비스 품질 측정)

Wan Jong Kim (김완종); Hyesun Kim (김혜선); Hye-Jin Lee (이혜진)

doi:10.3743/KOSIM.2013.30.2.101

A Study on Online Science & Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis

Journal of the Korean Society for Information Management
Abbr : JKOSIM
2013, 30(2), pp.101~118
DOI : 10.3743/KOSIM.2013.30.2.101
Publisher : 한국정보관리학회
Research Area : Interdisciplinary Studies > Library and Information Science
Received : May 19, 2013
Accepted : June 13, 2013
Published : June 30, 2013

Wan Jong Kim ¹, Hyesun Kim ¹, Hye-Jin Lee ¹

¹한국과학기술정보연구원

Accredited

ABSTRACT

The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.

KEYWORDS

NDSLQual, expectation and disconfirmation theory, service quality, perceived performance, user satisfaction, information service

Citation status

* References for papers published after 2023 are currently being built.

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Journal of the Korean Society for Information Management 2023 KCI Impact Factor : 1.31

A Study on Online Science & Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis

ABSTRACT

KEYWORDS

Citation status

* References for papers published after 2023 are currently being built.

Journal of the Korean Society for Information Management 2023 KCI Impact Factor : 1.31

A Study on Online Science & Technology Information Service Quality Measurement Using Expectation and Disconfirmation Analysis

ABSTRACT

KEYWORDS

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REFERENCES (34) * References for papers published after 2023 are currently being built.

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* References for papers published after 2023 are currently being built.