서비스산업의 IT활용수준 평가모델 개발

An Information Technology Usage Level Assessment Model for Service Industry

  The purpose of this research is to develop an information technology (IT) usage level assessment model for service industry. It is necessary to develop an assessment model for service industry"s IT usage to improve service productivity. However, it is not easy to develop assessment models due to service industry"s diversity. In this paper a generic IT usage assessment model for service industry has been developed and validated through a descriptive approach. Key factors affecting service productivity have been identified and analysed. A pilot test on IT usage level has been performed to investigate the relevance and importance of IT usage indicators (factors). As a result, a set of effective IT usage indicators for service industry have been found. A short-cut model and a full scale model have been proposed for efficient and effective usage. The results of this study can be used for enhancement of service industry productivity through the increase of IT usage level.