CAJ | 학술논문

以Web of Science在2000-2012年间产出的电子服务研究文献为数据源，利用SPSS、NetDraw软件对其关键词进行因子分析、聚类分析、共词分析以及可视化分析。分析结果表明国际电子服务研究可分为五大主题，网络服务、电子服务质量、电子商务与电子政府、知识管理、公共电子服务；研究热点主要集中于电子政府、电子商务、客户满意、电子服务质量、互联网、信任与忠诚等方面；从主题演化来看，电子商务、电子政府、服务质量、客户满意、网络服务等贯穿于整个研究期。
이Web of Science재2000-2012년간산출적전자복무연구문헌위수거원，이용SPSS、NetDraw연건대기관건사진행인자분석、취류분석、공사분석이급가시화분석。분석결과표명국제전자복무연구가분위오대주제，망락복무、전자복무질량、전자상무여전자정부、지식관리、공공전자복무；연구열점주요집중우전자정부、전자상무、객호만의、전자복무질량、호련망、신임여충성등방면；종주제연화래간，전자상무、전자정부、복무질량、객호만의、망락복무등관천우정개연구기。
This paper analyzes keywords of international literatures on electronic service research from Web of Science dur-ing 2000-2012,by SPSS and NetDraw with factor analysis,cluster analysis,co-word analysis and visual analysis. The results showed that the research of international electronic service included five themes:web service,e-service quality,e-commerce and e-government,knowledge management and public e-service. Research focuses were e-government,e-commerce,customer satisfaction,e-service quality,internet,trust,loyalty,etc. For the themes evolution,e-com-merce,e-government,service quality,customer satisfaction,web service,etc. had been attracted attentions during the whole period.