전자정부 서비스품질이 고객만족에 미치는 영향에 관한 연구

Abstract

A study on the effect of customer satisfaction with Electronic Government Services Quality

Yong-Seog, Cho

Doctor of Business Administration Department of E-Commerce The Graduate School Pukyong National University

Abstract

The usage of e-Government services in Korea seems to be relatively low even though it is widely known to be among the top ranked countries in e-Government in the world. Thus many people think that it is an imperative to improve user satisfaction and promote usage of e-Government services. In this sense, research on user satisfaction of e-Government services will be the first step to identify ways to increase use and promote uptake of e-Government services. Several surveys over user satisfaction by many organizations have been conducted so far but they focused mainly on very limited services. There is an increasing concern about an e-Government service satisfaction model that can be applicable to all e-Government services. This study aims to lay a foundation of an e-Government satisfaction service model to measure and analyze user satisfaction comprehensively. It identified critical factors affecting user satisfaction of e-Government services through data and evidences based on the surveys from the key actors in e-Government including citizens, businessmen, and government officials. For the analysis, an e-Government service satisfaction model was newly figured out from the literature reviews on success models of information systems. Quality of information, quality of system, and quality of service are selected as the factors affecting user satisfaction. The type of services such as G4C, G4B, and G2G are chosen as moderating variables. As a result of the user survey conducted on Korea's major 5 e-Government services, the e-Government satisfaction model newly developed through this study is turned out to be relevant. A diverse array of controlling effects of the type of service and usage frequency as moderator between quality factors and satisfaction levels is identified. In the process of verifying the research model, quality and satisfaction indices which can be used for overall e-Government services are identified, and a method of developing an e-Government satisfaction index is obtained. This study has three important meanings; it provides a new e-Government satisfaction model and indicators that can measure e-Government satisfaction levels, policy implications to improve e-Government systems by service types and user types, and ways to improve user satisfaction by service. In addition, this study raise attention to introduce the quality management system in e-Government, and it also contributes to the legal reform.