|
|
Journal of Korean Society for Quality Management 2000;28(3): 145-. |
| 지식정보 품질향상을 위한 경로 분석 및 SERVQUAL |
| 박정훈, 손소영 |
| 연세대학교 컴퓨터과학 산업시스템공학과 |
| Path Analysis and SERVQUAL for Knowledge Quality Improvement |
|
|
|
|
|
|
| ABSTRACT |
|
Effective management of knowledge is essential to keep up with demands of this challenging information age. The first step for this kind of management would be to define indicators to evaluate the quality of knowledge. In this paper, we use five latent variables (intrinsic quality, representational quality, ease of use of quality, maintainable quality, usage of quality) as basis for a preliminary path analysis for knowledge management. Preliminary study results showed that high intrinsic quality does not necessarily guarantee high frequency of use. A modified questionnaire is made and is used for SERVQUAL. The result of SERVQUAL shows that customers are not relatively happy about both intrinsic quality and its ease of use. Additional path analyses are done for both expected and observed quality indicators. The path model based on the expectation indicated that the presentation method of knowledge would induce its easy maintenance while that based on observation did not back up the same phenomenon. |
|
|
|
PDF Links
Full text via DOI 
Download Citation 
