기대불일치 이론하에서의 ASP(Application Service Provider)서비스 사용자 만족에 대한 실증적 연구
(An) empirical analysis of user satisfaction with ASP(Application Service Provider) service : an expectation and disconfirmation approach
iv, 78 p.
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Today, numerous companies need to build high-quality Information Systems(IS) in order to sustain a competitive advantage in a dramatically changing environment. However, it is hard to track the speed of Information Technology(IT) evolution, so it is very difficult for companies to implement, maintain, and update their IS. In this environment, IT outsourcing has been getting more important as a business strategy to increase the competitiveness. Especially with popularizing network, the new type of outsourcing which is called ASP service has been introduced. Conceptually, ASPs have a great deal to offer customers. They can maintain applications such as e-mail, ERP, and CRM, while providing the business with higher levels of service by utilizing economies of scale in order to provide a quality software product at a lower cost to the organization. In spite of this promise and potential, ASPs have fared poorly in terms of attracting clients in Korea. Also, there have been only a few systematic research studies about ASP service in Korea. The purpose of this study is to synthesize the expectation-disconfirmation paradigm with empirical theories in the user satisfaction to find major factors affecting the user satisfaction with ASP services. This information can provide strategic direction to the application service providers as well as to companies that adopt ASP service as a means of acquiring competitive advantages. In this paper. important factors affecting the user satisfaction with ASP service were deduced from the literature reviews on ASP service, user satisfaction, service quality and the questionnaire was developed to measure these factors. The factors were categorized into expectation about ASP service, perceived performance of ASP service, disconfirmation and user satisfaction. The conceptual model of satisfaction with ASP service was developed and empirically tested on the 88 firms using ASP service in Korea. We tested reliability and validity of the measurement and analyzed the collected data. From the analysis of the data, we found several meaningful results, which are summarized as follows: First, expectation about ASP service has a significant influence on disconfirmation, but not on the satisfaction with ASP service. Second, perceived performance of ASP service has a significant influence on disconfirmation as well as user satisfaction. This shows the perceived performance of ASP service plays an important role in user satisfaction with ASP service. Third, we also find empirical support for the influence of disconfirmation on the satisfaction with ASP service. Based on this study, an adequate user satisfaction model of ASP service has been developed along with the factors which affect user satisfaction with ASP service.