공공시스템사용특성이 고객만족과 충성도에 미치는 영향에 관한 연구 : 국가종합전자조달시스템

Study on Impacts of Using Characteristics of Public Systems on Customer Satisfaction and Loyalty of the Systems : Korean E-Procurement System

Advanced IT of Korea is the important factor that has improved the performance of business to business e-business systems, especially On-Line E-procurement System (KONEPS). Obviously KONEPS is well oositioned in businesses of Korea. In order to be higher performance in KONEPS. it needed to be analysed important characteristics composed of KONEPS. Even though KONEPS has been operating well. user's satisfaction and customer loyalty for KONEPS was not high in real businesses. In this research. we tried to find the factors affecting user satisfaction and customer loyalty for KONEPS and figure out the mechanism among the factors. We surveyed using characteristics. which are information diversity, usability, system reliabi lity and stabi lity, on suppliers. main users of KONEPS. We consider the using characteristics as independent factors of the research model. Meanwhile. we model user's satisfaction and customer loyalty as the dependent factors. The results from the study are helpful in providing policies and strategies to promote the use of KONEPS.