A Study on the Influence of the Expectation and Perceived Performance of the Online Science &amp; Technology Information Service Quality on User Satisfaction and Royalty (온라인 과학기술정보 서비스 품질에 대한 기대수준과 성과에 대한 지각수준이 이용자 만족도와 충성도에 미치는 영향)

Wan Jong Kim (김완종); Hyesun Kim (김혜선); Mi-Hwan Hyun (현미환)

doi:10.3743/KOSIM.2013.30.3.207

A Study on the Influence of the Expectation and Perceived Performance of the Online Science & Technology Information Service Quality on User Satisfaction and Royalty

Journal of the Korean Society for Information Management
Abbr : JKOSIM
2013, 30(3), pp.207~228
DOI : 10.3743/KOSIM.2013.30.3.207
Publisher : 한국정보관리학회
Research Area : Interdisciplinary Studies > Library and Information Science
Received : August 20, 2013
Accepted : September 22, 2013
Published : September 30, 2013

Wan Jong Kim ¹, Hyesun Kim ¹, Mi-Hwan Hyun ¹

¹한국과학기술정보연구원

Accredited

ABSTRACT

The purpose of this study is to reveal the influence of the expectation and perceived performance of the online science & technology information service quality on user satisfaction and royalty. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, among seven expectation factors, four factors (reliability, convenience, system usability and information quality) had a positive effect on the user satisfaction. Second, while service recovery had a negative effect on the royalty, the other six factors (reliability, convenience, system usability, responsiveness, security and information quality) had a positive effect on the royalty. Third, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the user satisfaction. Fourth, among seven perceived performance factors, three factors (reliability, convenience and information quality) had a positive effect on the royalty. As a result, information quality, reliability and convenience of the expectation and perceived performance are common factors influencing user satisfaction and royalty.

KEYWORDS

NDSLQual, information service, service quality, user satisfaction, royalty

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