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      Exploring Satisfaction/Dissatisfaction and Public Confidence in the ITS Environment : implications to CRM and public policy

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      https://www.riss.kr/link?id=T15554461

      • 저자
      • 발행사항

        세종 : KDI School of Public Policy and Management, 2017

      • 학위논문사항

        학위논문(박사) -- KDI School of Public Policy and Management , Policy , 2017. 5

      • 발행연도

        2017

      • 작성언어

        영어

      • 발행국(도시)

        세종

      • 형태사항

        ; 26 cm

      • 일반주기명

        지도교수: Cho, Yoon Cheong

      • UCI식별코드

        I804:11076-200000301579

      • 소장기관
        • 한국개발연구원(KDI) 국제정책대학원 도서관 소장기관정보
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      다국어 초록 (Multilingual Abstract)

      With the advent of the Internet and Mobile Communications, the nature of
      communication has changed significantly over the past few decades .The promotion of
      technologies among the common people has been found to be an important element of public
      policy to reduce the digital divide. The rapid advancement of information technology (IT),
      automation systems and data communications systems leads to improvement of intelligent
      transport systems (ITS). ITS covers all branches of transportation and involves all
      dynamically interacting elements of transportation system, i.e. transport means, infrastructure,
      drivers and commuters. However, few researches have been carried out in the context of
      public sectors, especially that involving ITS. The purpose of this study is to investigate the
      justice dimensions that influence satisfaction and public confidence in the context of ITS and
      to explore implications to Citizen/Customer Relationship Management (CRM) and public
      policy. This study investigates the following research questions: i) Do levels of perceived
      justice (distributive, procedural and interactional) in ITS environment affect levels of
      satisfaction/dissatisfaction? ii) Do levels of satisfaction form ITS affect levels of public
      confidence? iii) Do levels of dissatisfaction form ITS affect levels of willingness to complain?
      iv) Do levels of dissatisfaction form ITS affect levels of complaining behavior? v) Do levels
      of complaining behavior in ITS environment affect levels of satisfaction with complaint
      handling when the complaints are resolved based on three dimensions (distributive,
      procedural and interactional)of justice? vi) Do levels of willingness to complain in ITS
      environment affect levels of public confidence? vii) Do levels of satisfaction with complaint
      handling in ITS environment affect levels of public confidence?
      The findings of this study imply that ITS users are more importantly perceive to
      equity and equality issues, or distributive justice. The employment of ITS should not be limited to the technical aspects of ITS, but should focus more attention on the subjective
      domain of justice. The results of this study also have important implications for public
      complaint handling in terms of increasing public satisfaction with ITS, which is crucial for
      CRM.
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      With the advent of the Internet and Mobile Communications, the nature of communication has changed significantly over the past few decades .The promotion of technologies among the common people has been found to be an important element of public polic...

      With the advent of the Internet and Mobile Communications, the nature of
      communication has changed significantly over the past few decades .The promotion of
      technologies among the common people has been found to be an important element of public
      policy to reduce the digital divide. The rapid advancement of information technology (IT),
      automation systems and data communications systems leads to improvement of intelligent
      transport systems (ITS). ITS covers all branches of transportation and involves all
      dynamically interacting elements of transportation system, i.e. transport means, infrastructure,
      drivers and commuters. However, few researches have been carried out in the context of
      public sectors, especially that involving ITS. The purpose of this study is to investigate the
      justice dimensions that influence satisfaction and public confidence in the context of ITS and
      to explore implications to Citizen/Customer Relationship Management (CRM) and public
      policy. This study investigates the following research questions: i) Do levels of perceived
      justice (distributive, procedural and interactional) in ITS environment affect levels of
      satisfaction/dissatisfaction? ii) Do levels of satisfaction form ITS affect levels of public
      confidence? iii) Do levels of dissatisfaction form ITS affect levels of willingness to complain?
      iv) Do levels of dissatisfaction form ITS affect levels of complaining behavior? v) Do levels
      of complaining behavior in ITS environment affect levels of satisfaction with complaint
      handling when the complaints are resolved based on three dimensions (distributive,
      procedural and interactional)of justice? vi) Do levels of willingness to complain in ITS
      environment affect levels of public confidence? vii) Do levels of satisfaction with complaint
      handling in ITS environment affect levels of public confidence?
      The findings of this study imply that ITS users are more importantly perceive to
      equity and equality issues, or distributive justice. The employment of ITS should not be limited to the technical aspects of ITS, but should focus more attention on the subjective
      domain of justice. The results of this study also have important implications for public
      complaint handling in terms of increasing public satisfaction with ITS, which is crucial for
      CRM.

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      목차 (Table of Contents)

      • I. Introduction……………………………………………… 7
      • 1.1 Impact of Information Technology…………………………… 7
      • 1.2 Technology and Public Policy……………………………… 8
      • 1.3 Technology and Transportation System……………………… 8
      • 1.4 ITS and Public Policy…………………………………… 9
      • I. Introduction……………………………………………… 7
      • 1.1 Impact of Information Technology…………………………… 7
      • 1.2 Technology and Public Policy……………………………… 8
      • 1.3 Technology and Transportation System……………………… 8
      • 1.4 ITS and Public Policy…………………………………… 9
      • 1.5 ITS and User Attitude, Satisfaction and Dissatisfaction……… ... 10
      • 1.6 Development of ITS……………………………………… 12
      • 1.7 Purpose of the Study and Research Questions………………… 13
      • II. Literature Review………………………………………… 14
      • 2.1 Impact of Information Technology (IT) on Transportation System… 15
      • 2.2 Public Policy for Information Technology (IT)………………… 16
      • 2.3 Public Policy for Transportation System……………………… 17
      • 2.4 Intelligent Transportation System (ITS) for Transportation
      • Management…………………………………………… 19
      • 2.5 Artificial Intelligence (AI) and ITS…………………………… 22
      • III. Theoretical Background …………………………………… 24
      • 3.1 Justice theory…………………………………………… 24
      • 3.1.1 Distributive Justice……………………………………… 26
      • 3.1.2 Procedural Justice………………………………………… 27
      • 3.1.3 Interactional Justice……………………………………… 27
      • 3.1.4 Justice Dimensions and User Satisfaction……………………… 28
      • 3.2 Satisfaction Theory……………………………………… 30
      • 3.2.1 Cognitive Dissonance Theory……………………………… 30
      • 3.2.2 Assimilation Theory……………………………………… 31
      • 3.2.3 Contrast Theory………………………………………… 34
      • 3.3 Customer Satisfaction Theory……………………………… 34
      • 3.4 Customer Relationship Management (CRM)…………………… 37
      • IV. Hypotheses Development………………………………… 38
      • 4.1 Effects of Perceived Justice on Satisfaction/Dissatisfaction……… 40
      • 4.1.1 Effects of Distributive Justice on Satisfaction/Dissatisfaction…… 41
      • 4.1.2 Effects of Procedural Justice on Satisfaction/Dissatisfaction…… 42
      • 4.1.3 Effects of Interactional Justice on Satisfaction/Dissatisfaction…… 43
      • 4.2 Dissatisfaction, Willingness to Complain, & Complaining Behavior 44
      • 4.3 Justice, Satisfaction, Complaint Handing, & Public Confidence… 45
      • V Methodology…………………………………………… 47
      • VI Data Analysis…………………………………………… 48
      • 6.1 Demographics…………………………………………… 48
      • 6.2 Hypotheses Testing……………………………………… 49
      • VII Conclusion …………. …………………………………… 52
      • References……………………………………………… 54
      • Appendix A Questionnaire………………………………… 72
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