An investigation on information quality with SERVQUAL: The case of Middle East Respiratory Syndrome (MERS)

초록

This research investigated information quality of government service responding to Middle East Respirotaty Syndrome (MERS) based on SERVQUAL. Among dimensions of SERVQAUL, this research used reliability, responsiveness, empathy (suitability) and assurance (timely confidence) and examined whether those four dimensions make a postive impact on the quality of information service. By collecting 303 responses, this research also analyzed the relationship between information quality of government service and citizens’ satisfaction. Our research results confirmed that reliability, responsiveness, suitability and timely confidence are positively associated with information quality. In MERS situation, time confidence and suitability make more impacts on information quality comparing with reliability and responsiveness. Information quality of government service also affects positvely on citizen’s satisfaction. Our research contributes that SEVQUAL model can be applied in the context of emergency situation like MERS. Additionally, improvement of information quality would result in increasing citizens’ service satisfaction.

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