온라인민원서비스품질 측정모형 연구

As public service has transferred through electronic network like the Internet, public e-service quality is emerging as a critical issue. To measure systematically performances of public e-service, this paper develops a model to evaluate the public e-service quality. This study employs a survey questionnaire to evaluate the public e-service quality and quality performance. Drawing upon a sample of 3,200 citizens used to public e-service and working within the framework of confirmatory factor analysis(CFA), this study examines the structure and dimensionality, and reliability and validity of the public e-service quality instrument. The relationship among public e-service quality and quality performance is also analyzed. The major findings of this study are as follows. First, essential service, public service, personalization, positive assistance, reliability, process appropriateness, ease of accessibility, convenience, and aesthetics are the critical construct of public e-service quality. Second, outcome quality, preparation quality, process quality, and media tangibles are the critical dimension of public e-service quality. Third, outcome quality, process quality, and media tangibles of public e-service quality affect quality performance, but preparation quality doesn’t.