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A Service Quality Model for the Public Information Service

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U- and E-Service, Science and Technology (UNESST 2011)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 264))

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Abstract

This paper describes the development of a 22-items instrument for assessing customer perceptions of service quality about public information service. Responses from 702 users were obtained in four public information service. Through an evidence of the scale’s reliability, factor structure, and validity on the basis of analyzing data from four samples, this study found out there is no problem in measuring the quality of service with the proposed factors and indices.

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Author information

Authors and Affiliations

  1. Chungbuk National University, #52 Naesudong-ro, Heungduk-gu, Cheongju, Chungbuk, 361-763, South Korea

    Hyun-Woong Jo & Sang-Wook Kim

Authors
  1. Hyun-Woong Jo
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  2. Sang-Wook Kim
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Editor information

Editors and Affiliations

  1. Multimedia Engineering Department, Hannam University, 133 Ojeong-dong, Daeduk-gu, Daejeon, Korea

    Tai-hoon Kim

  2. The Ohio State University, 470 Hitchcock Hall, 2070 Neil Avenue, 43210-1275, Columbus, OH, USA

    Hojjat Adeli

  3. Hosei University, 184-8584, Tokyo, Japan

    Jianhua Ma

  4. National Chiao Tung University, Hsinchu, Taiwan, R.O.C.

    Wai-chi Fang

  5. School of Computing and Information Systems, University of Tasmania, Hobart, TAS, Australia

    Byeong-Ho Kang

  6. Hannam University, Daejeon, Korea

    Byungjoo Park

  7. Oslo University College, Norway

    Frode Eika Sandnes

  8. Sungkyunkwan University, 110-745, Seoul, Republic of Korea

    Kun Chang Lee

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© 2011 Springer-Verlag Berlin Heidelberg

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Cite this paper

Jo, HW., Kim, SW. (2011). A Service Quality Model for the Public Information Service. In: Kim, Th., et al. U- and E-Service, Science and Technology. UNESST 2011. Communications in Computer and Information Science, vol 264. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-27210-3_44

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  • DOI: https://doi.org/10.1007/978-3-642-27210-3_44

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-27209-7

  • Online ISBN: 978-3-642-27210-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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