정보시스템 아웃소싱 고객만족도 조사를 위한 웹 기반 설문 시스템：시스템 아키텍처 및 프로세스

• 영문명: The Web based Questionnaire Systems for IT Outsourcing Customer Satisfaction Survey：System Architecture and Process
• 발행기관: 한국IT서비스학회
• 저자명: 정윤석(Yoon Seok Jeong) 안준모(Joon M An)
• 간행물 정보: 『한국IT서비스학회지』한국SI학회지 제4권 제1호, 149~160쪽, 전체 12쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.05.01

영문 초록

Information system outsourcing induces firms to concentrate on the core competence and to improve business value by utilizing specialized information systems outsourcing vendors. However, for those strategic effects, the outsourced information systems should guarantee a certain service level. Now companies are considering to adopt SLA(Service Level Agreement) as a method to check the service level of the outsourced information systems in quantitative terms. On the contrary, customer satisfaction survey supports qualitative analysis, and helps companies to understand the qualitative effects on information system more systematically. Recently, the growing use of the internet makes customer satisfaction survey to be carried out on the web. For that reason, lots of researches related to web survey have been performed. But these researches are just focused on finding out only items to be measured and the effect of web survey. In this paper, based on the service quality research model for information system outsourcing, we formalize and propose a web survey process, a system architecture, and a functional structure for information system outsourcing customer satisfaction survey. Additionally, we provide the implementation results for the web survey systems.

목차

Abstract

1. 서 론

2. 관련연구

3. 정보시스템 아웃소싱 고객만족도 조사를 위한 WSF

4. 구 현

5. 결론 및 연구 방향

참고문헌

저자소개