본 연구는 웹 고객의 시스템 품질에 대한 기대수준은 어떠하며 또한 기대에 대한 지각 성과수준은 어떠한지 그리고 이들 변수 간에는 어떻게 영향을 미치는지를 파악하고자 실증분석 하였다. 연구결과를 요약하면 첫째, 웹 시스템 품질의 기대는 동화효과에 의해 지각된 성과에 正(+)의 영향을 미치는 것으로 나타났으며, 기대일치성에는 正(+)의 영향을 미치는 것으로 나타났다. 둘째, 웹 시스템 품질의 지각된 성과가 기대일치성에 正(+)의 영향을 미치는 것으로 나타났으며, 웹 시스템 품질만족에도 正(+)의 영향을 미는 것으로 나타났다. 셋째, 웹 시스템 품질의 기대 일치성이 웹 시스템 품질만족에 正(+)의 영향을 미쳤으며, 웹 시스템 품질만족이 전반적인 총체적 만족에 正(+)의 영향을 미치는 것으로 나타났다.

This study involves the test of constructs for measuring the web customer expectation, perceived performance regarding SQ, expectation congruency, and satisfaction about influence overall satisfaction. The findings can be summarized as follows. First, Web-SQ expectation appeared to have a positive effect on Web-SQ perceived performance by expectation congruency and a positive effect on perceived performance by assimilation effect. Second, Web-SQ expectation did not appear to have a negative effect on Web-SQ expectation congruency. Although that was rejected, it differs from established researches. Some prior Web-SQ expectations that approach to congruency after one's post Web-SQ expectation. Third, Web-SQ perceived performance appeared to have a positive effect on Web-SQ expectation congruency. Fourth, result that analyze about effect that congruency gets to Web-SQ satisfaction although Web-SQ expectation congruency appeared to have a positive effect on Web-SQ satisfaction. Finally, Web-SQ satisfaction appeared to have a positive effect on overall satisfaction.

This study involves the test of constructs for measuring the web customer expectation, perceived performance regarding SQ, expectation congruency, and satisfaction about influence overall satisfaction. The findings can be summarized as follows. First, Web-SQ expectation appeared to have a positive effect on Web-SQ perceived performance by expectation congruency and a positive effect on perceived performance by assimilation effect. Second, Web-SQ expectation did not appear to have a negative effect on Web-SQ expectation congruency. Although that was rejected, it differs from established researches. Some prior Web-SQ expectations that approach to congruency after one's post Web-SQ expectation. Third, Web-SQ perceived performance appeared to have a positive effect on Web-SQ expectation congruency. Fourth, result that analyze about effect that congruency gets to Web-SQ satisfaction although Web-SQ expectation congruency appeared to have a positive effect on Web-SQ satisfaction. Finally, Web-SQ satisfaction appeared to have a positive effect on overall satisfaction.

SQ expectation, SQ-perceived performance,SQ disconfirmation, Web-SQ satisfaction, Web-customer satisfaction