earticle

영어

In this study, an empirical analysis was conducted to determine whether the system quality, information quality, and service quality of outsourced e-communication channel services affects user satisfaction and user trust, whether user satisfaction and user trust affect individual performance and organizational performance, and whether individual performance and organizational performance are associated with one another. After conducting hypothesis tests for the whole survey data, it was concluded that user satisfaction and user trust would be affected by the system quality, information quality, and service quality of outsourced e-communication channels. It would also appear that user trust is associated only with individual performance, whereas user satisfaction was related closely to both individual and organizational performance. The trust that the user has in the outsourced e-communication channel services is positively related with individual benefits, but has no effect on organizational performance. Furthermore, the individual performance and organizational performance of outsourced e-communication channel services mutually influence one another. Additionally, this study attempted to evaluate the differences between factors influencing the performance of the outsourced e-communication channel services of profit and non-profit organizations. The results demonstrated that the factors affecting the performance of outsourced e-communication channel services differed between the profit and non-profit organizations. In the final section of this paper, the implications of our research findings are discussed and the limitations of the study are addressed.