공연예술정보서비스의 품질과 고객 만족에 관한 연구

초록

With evolution of information and communication technologies (ICT) such as Internet, mobile communication and SNS services, a variety of ICT based performing arts information ser-vices (PAIS) has been introduced. For example, online ticketing service is provided by multiple agencies via Internet, smartphones and social networking media. With introduction of these services, customers' accessability, usability and convenience for the performing arts has been greatly improved. In this paper, we analyze service quality and customer satisfaction of the performing arts information services. We first propose the PAIS-SERVQUAL model based on the Information Service(IS)-SERVQUAL model in order to measure service quality of the performing arts information services. Then, we propose and analyze the customer satisfaction analysis model consisting of service quality, perceived usability, perceived ease of use and customer satisfaction. Our study shows that reliability of the service is relatively low than other service quality dimensions such as responsiveness, assurance and empathy. In addition, service quality affects customers' satisfaction indirectly through perceived usability and perceived ease of use. We believe that our study results will play an important role in improving service quality and customers' satisfaction of the ICT based performing arts information services.

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