관계성을 고려한 전자정부 서비스 품질 척도에 관한 연구

초록

The purpose of this study is to develop scales that can be used to evaluate the performance of electronic government services by identifying the dimensions of service quality through empirical analysis and verifying the effect of citizen satisfaction on service quality in electronic government. The study reviews literature related to e-service quality, CRM and its characteristics, domestic and foreign electronization cases of government services, scales measuring the performance of electronic government services; select the twelve dimensions of e-government service quality; develop a theoretical model to verify the effect of each dimension of e-goverment service on the individual citizen’s efficiency and satisfaction; sample and survey Korean citizens who have experienced electronic government services; confirms the effect of that by exploratory factor analysis and regression. The analysis shows that service quality of e-government significantly affect citizen satisfaction. This study introduces e-government service quality to literature, confirms quality dimension as part of e-government service through empirical analysis, and finds that e-government service quality has a significant effect on citizen satisfaction with electronic government services.

키워드