모바일기반의 공공서비스 품질이 사용자 만족도 및 구전의도에 미치는 영향에 관한 연구

Abstract

A Study of the Impact of Public Service Quality on Mobile User Satisfaction and Intention of Word-of-Mouth

Young - Hyun Kim

Major in e-business Department of Business Administration, Graduate School of Business Administration, Pukyong National University

Abstract

We are living in a society that demands a paradigm shift. Have to spend in the swirl of rapid change, rapid technological development of information technology and In recent years, smart era referred to as the beginning of another change seems The meantime Network-centric Mobility in the Internet era, combined with entry into the mobile era, and the recent advent of the era of smart intelligence combined.

Smart phones, mobile Internet has popularized the open era. The growing influence of smartphones consumption group to start the day with a smartphone smartphones finish that appeared to be enough. 2013, the proportion of smartphones worldwide expected to exceed more than 40% smartphone is expected to overcome the space constraints, real-time (Real-Time), the communication of information. Infinite expansion (Reach), realistic (Reality) 3R will change society through private enterprise.

Accelerate the computerization of administrative services, knowledge and information society in the public disclosure of information, 24 at .365, expanding services to the complaint charged a smart mobile devices using smart mobile government, and realize new smart mobile industry from manual workers and reduced the work Most are going to change the mobile office and Vinylsulfonyl social networks work as a form of Smart Work

Publicity, the efficiency of the investment costs, and provide services for the evaluation and institutional characteristics to provide mobile services on the factors of the above changes in the information technology environment, such as mobile e-government building in public institutions due to the effectiveness of the administrative goals of the tube, Min. research on effective policy measures to satisfy mutual trust are needed.

In order to achieve these objectives, this study on the relationships between variables that are extracted from the theoretical study and the quality of public services and public institutions operating in the mobile-based on these studies on the basis of the user's satisfaction and word-of-mouth on the impact on the correlation has the purpose to study the empirical relationship.

Gochalreul through previous research as variables to measure the impact factors of the public service based on mobile In this study, accountability, and public disclosure, with legal help, and interested citizens to understand and effort to identify the needs of the citizens and the citizens of desire expressed willingness to meet, namely to assess the two-way communication between civil tube simultaneous and seamless interaction and civic-oriented citizen-centric administration services for user satisfaction, effectiveness evaluate the impact of information, the purpose of conformance were selected, any impact on user satisfaction and word of mouth to the quality of public services based on mobile and empirical analysis was carried out for the actual user experience in using mobile services, public institutions.

Research results through the exploratory factor analysis of satisfaction on the relationship between the quality of public services based on mobile and accountability, interactivity, the legal system is a positive causal relationship has been demonstrated. Was the highest explanatory power for the satisfaction of them in the use of interactivity, especially And quality of public services based on mobile and on the relationship between the degree of user word-of-mouth, effectiveness, and public disclosure of information is a positive causal relationship has been proven. Also willing to pay for mobile services, public agencies, citizens, most (69.9%), and opposite the applicable Monetization should be approached after careful consideration showed the ways.

Currently almost no research materials associated with the quality of public services based on mobile and public service quality factors combined study materials to see the Mobile Services Research of the study was limited to the mobile service quality of public infrastructure directly related to the previous studies did not consider the material referenced indirectly investigated by the research of mobile services in general rather than because there was a limitation. Despite these limitations, this study selected empirical study was conducted by the public sector mobile service quality variables, studies were conducted of citizens in public institutions to provide mobile services on actual user satisfaction and word of mouth on that has great significance in the application to enable mobile service, or in the future be used as empirical indicators will be possible.