최종보고서.PDF

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1 Westbrook and Newman(1978),,, 8). Anderson (1973) 9)., Anderson. () (ou tcom e) () (p rocess)() 10). 8) Westbook, R. A. and Newman J. W., An Analysis of shopper Dissatisfaction for major Household Appliance, Journal of marketing Research, No.15, August ) Anderson, R. E., Consumer Dissatisfaction : The Effect of Disconfirmed Expectancy on Perceived Product Perform ance, Journal of marketing Research, N o.10, Febru ary )

2 26, (<-1> ). Czep iel, Rosenberg an d Akerele(1977), Ren eou x(1973) 11). < -1> Reneoux.. Czepiel Rosenberg an d Akerele Czep iel,,.,.,,.,,,, 28, ),,,, 23 1, Czepiel, J. A., L.t. Rosenberg and A. Akerele, "Perspectives on Consumer Satisfaction Addressing the So What Question Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Hunt, ed. 1977, pp.153~183. Reneoux, Y., "Consumer Dissatisfaction and Public Policy" in Allvine, ed., Public Policy and Marketing Practices, Chicago: American Marketing Association, 1973, pp.53~65.

3 27 (benefit),,,.,..,. 12). Reneoux. Czepiel Reneoux. Czepiel.,,. 12),.

4 28,,. 13).,.,,.,. Czepiel. :,,,, :,,,, :,, :,,. 14).. 13). 14),, :, 1994, pp

5 29.., ,. (customer-satisfaction) 1970(consum erism). (expectationdisconfirmation model). ( ) 15). SERVQUAL Parasurm an, Zeitham l, an d Berry (1985, 1988), 16). ( 1), 15) Oliver, R. L and G., Linda, "Effects of Satisfaction and its Antecedents on Consumer Perference and Intention," A dvance in Consumer Research, ) Parasurman, A., Valarie A. Zeithaml, and Leonard L. Berry, "A Conceptual Model of Service Quality and Its Implication for Further Research," Journal of Marketing, Vol.49, Fall 1985, pp Parasurman, A., Valarie A. Zeithaml, and Leonard L. Berry, "A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Spring 1988, pp

6 Forn ell(1994) , % ROI. Heskett, Sasser and Schlesin ger (2000) (). < -1>,,. <-1> () : / (2000),, p ,

7 31.. (1999) Heskett, Sasser and Schlesinger. 1 17). <-2> 1 :,,, , p <-2>, (cu stom er life-tim e valu e) 18). 17),,. ROI.

8 (1999),,, 19).. 18) Fornell(1994) (ROI ), Reichheld & Sasser(1990), Heskett(1994). 19),, :, 1999, p503..

9 33.,,.... (intangibility), (in sep arability), (inventory difficulty),, (inconsistency)...,. ( )..,.,..

10 34,, (relationship qu ality) 20)... 21)... 1)., (relation ship) 22). Gronroos(1984), 20),,, 67 5, ), - -,- -, 62,, -, (extrinsic cue). (2000). 22) Sherden, W. A., "Gaining the Service Quality Advantage," The Journal of Business Strategy, March April 1988.

11 35. Zeithaml, Parasuraman and Berry(1985, ZPB ). Gronroos ZPB ().,,. 23). ( ) (, ).,,,..,, 23). (prediction), (desires or w ants),.

12 36..,..,,.. (). 24),. 2),. Gronroos(1982, 1984), Zeith am l, Parasurm an an d Berry (1990, 1991) 25). 24) Parasurman, A., Valarie A. Zeithaml, and Leonard L. Berry, "A Multiple - Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Spring 1988, pp ) Gronroos, C., "An Applied Service Marketing Theory, "European Journal of Marketing, Vol.16, No.7, 1982, pp Gronroos, C., "A Service Quality Model and Its Marketing Implication," European Journal of Marketing, Vol.18, No.14, 1984, pp Zeithmal, V. A., A. Parasurman and L. L. Berry, "Understanding Customer

13 37 Gronroos,, (technical qu ality) (fu nctional qu ality). (wh at), (wh at the cu stom er gets). (how he gets it),.. Zeithaml, Parasurm an and Berry (1985) (qu ality) = (p erception) - (exp ectation) (< -3> ) 26). <-3> (Expected Service) (Perceived Service) (Perceived Service Qu ality) Expectation of Service," Sloan Management Review, Vol.39, Spring Zeithmal, V. A., A. Parasurman and L. L. Berry, Delivering Quality Service Balancing Customer Perceptions and Expectation, The Press, ).. Zeithaml, Parasuraman and Berry, "Problems and Strategies in Services Marketing," Journal of Marketing, Vol.49, 1985, pp

14 38 10 (service qu ality determinants). (< -4>). <-4>,,,, : Parasuraman, Zeithaml and Berry, "A Conceptu al Model of Service Quality and Its Implication for Future Research," Journal of M arketing, Vol.49, Fall 1985, p.48. 3),,,,, 5 (< -5> ).

15 39 <-5> : Gronroos, C., "An Applied Service Marketing Theory," European Journal of M arketing, Vol.16, N o.7, 1982, p.36.,,, 3 (<-6> ). <-6> : Gronroos, C., "An Applied Service Marketing Theory," European Journal of M arketing, Vol.16, N o.7, 1982, p.38.

16 40,,. 27),..., 10.,.,,,,,,.,. 4) (gap th eory) 27) (objective quality) (perceived qu ality).,.,,.,. ( (1999),, pp )

17 41. SERVQUAL, SERVPERF 28). SERVQUAL Zeithaml, Berry and p arasu ram an (1988, ZBP ), 29). (<-7>). <-7>., V 30).,, 28), Bolton and Drew /, Teas (EP) (NQ). (Bolton, R, N and J. H. Drew, "A Multistage Model of Marketing Customers` Assessments of Service Quality and Value," Journal of Consumer Research, Vol.17, 1991, pp Teas, R. K, "Expectations, Performance Evaluation, and Consumers` Perceptions of Quality," Journal of Marketing, Vol.57, 1993, pp ) 29) SERVQUAL ),,.. = f(,,, )

18 42.. <-7> : Zeithaml, Berry and Parasuraman, "Communication and Control Processes in the Delivery of Service Quality," Journal of M arketing, Vol.52, 1988, p.36.,,.. ZBP

19 43.,.., 31).,. SERVPERF Cronin and Taylor(1992) 32). (disconfirmation paradigm), SERVQUAL SERVPERF., SERVQUAL, SERVQUAL, SERVPERF, SERVPERF. : (importance) (SERVPERF) SERVQUAL, SERVQUAL, SERVPERF., 31) (2000),, p.509. (focu s group interview). 32) Cronin, J. J and S. A. Taylor, "Measuring Service Quality : A Reexamination and Extension," Journal of Marketing, Vol.56, 1992, pp

20 44. SERVQUAL = (-) SERVQUAL = (-) SERVPERF = () SERVPERF = (), SERVPERF. 33) Drucker, (How ard & Sheth 1969, Oliver 1981), (Sw an & Com bs 1976, Parasu ram an, Zeitham l an d Berry 1985), (Crosby and Stephen s 1987, Forn ell 1994, Haskett 1994). (Relationship Marketing), (On e to On e Marketing). 33), Critical Review,,, 5, 1997, p.59.

21 45.,,, 34).,,.,,... Sw an and Com bs(1976). Sw an an d Com bs(instrum ental function)(exp ressive function) (exp ectation) 35)., 34),,, 67 4, 1999, pp ,. 35) Swan, J. E. and Combs, L. J., "Product Performance and Consumer Satisfaction: A New Concept," Journal of Marketing, Vol.40, April 1976, pp

22 46,., (< -2> ). < -2 >,.,..,..

23 47. (1999). (performance) (expectation).,,, 36)... (1999),, < -8>. <-8> :. 36) "(expectation) - (preceived performance)" (gap).

24 48, Parasuram an, Zeithaml an d Berry (1985, 1993, 1996). (). (). (1999)<-9>. (1999),. <-9>...

25 49.. (1999),.., (< -10> ). <-10> 37).,,,.. 37),,,.

26 50 <-10> < > (= ) <> (= ),, 38).. 39). 38). 39).

27 51, 40)..., 41).,,...,... 40),,. 41),.

28 52.,...,.....,.

정보화정책 제14권 제2호 Ⅰ. 서론 급변하는 정보기술 환경 속에서 공공기관과 기업 들은 경쟁력을 확보하기 위해 정보시스템 구축사업 을 활발히 전개하고 있다. 정보시스템 구축사업의 성 패는 기관과 기업, 나아가 고객에게 중대한 영향을 미칠 수 있으므로, 이에 대한 통제

정보화정책 제14권 제2호 Ⅰ. 서론 급변하는 정보기술 환경 속에서 공공기관과 기업 들은 경쟁력을 확보하기 위해 정보시스템 구축사업 을 활발히 전개하고 있다. 정보시스템 구축사업의 성 패는 기관과 기업, 나아가 고객에게 중대한 영향을 미칠 수 있으므로, 이에 대한 통제 연구논문 정보화정책 제14권 제2호, 2007년 여름, pp.3~18 정보시스템 감리인의 역량이 감리성과에 미치는 영향에 관한 연구 나중수*, 전성현** 최근 공공기관에서 정보화시스템 감리가 의무화되어 감리에 대한 관심이 증대되고 있으며, 한편으로 개선요구사 요약 항이 제기되고 있다, 그동안 정보시스템 감리분야의 연구는 감리지침과 감리기술연구, 감리실시유무에