전자정부의 품질이 사용자 만족 및 재사용의사에 미치는 영향 분석: 연령의 조절효과를 중심으로

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행정대학원 행정학과
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서울대학교 대학원
학위논문 (석사)-- 서울대학교 행정대학원 : 행정학과, 2015. 2. 구민교.
전자정부의 만족수준을 구성하는 만족도와 재사용의사에 대하여 정보시스템성공모형(ISSM)을 토대로 만족에 영향을 미치는 요인들을 분석하였다.

모형의 검증을 통하여 만족수준에 영향을 미치는 요인들을 파악 한 후 이를 토대로 세대 간 정보격차층인 60세 이상의 연령 집단을 구분하여 상호작용항을 통한 조절효과를 알아보았으며 이용비중, 보안수준, 모바일서비스이용여부 등의 요인이 해당 집단에서 보다 큰 영향을 미치는 것으로 파악되었다.

따라서 이에 근거하여 세대 간 정보격차 집단이 정보 소외 현상으로 이어지는 것을 방지하기 위해 다양한 정책적 배려가 필요함을 확인하였다.
The purpose of this study is to find the most effective way to offer E-Government service for solving the digital divide. The quality of the E-Government service and the age of the people are related to the satisfactory level of the E-Government service. This study explains this relationship by Information System Success Model (ISSM).

E-government service in the past was recognized as the service which is offered to use the government service easily. However the E-government service which is called Government 3.0 integrates all of the government service.
So, digital divide problem in the past is different from the problem in nowadays. This study analyzes the digital divide problem to advance the E-government service.

The analysis process and result of this study are as follows. First, Study analyzes the Information System Success Model (ISSM, Delone & Mclean, 1992) in order to analyze the factors which influence the satisfactory level of the E-government service.

The factors which influence the information system are divided into 3groups by Information System Success Model (ISSM). They are the quality of the information, the quality of the service and the quality of the system.

Second, after the multi-stage stratified extraction based on all the people of the Population and Housing Census (census) for analysis of satisfaction of e-government, was constructed 2,000 representative population, based on this, was designed to analyze possible model based on a successful model of information system based on were investigated such as the general use content "Using survey of e-government services (Ministry of Government Administration and Home Affairs)" on the use of e-government. Various attractions along the intention of each of the satisfaction and reuse indicated.

Third, use percentage in satisfaction of a result of the attraction that affect the satisfaction of e-government were examined through logistic regression analysis, the security level of the decision, and whether to use the mobile service, such as significant statistically age for reuse (reuse) doctor affects, frequency of use, the security level of the determination, such as whether to use the mobile service is analyzed as to affect significantly.

Fourth, information gap between generations relative to the age (digital divide) result that the population was adjusted effect analysis as a regulatory variable, in satisfaction, and determine the security level, and whether such an adjustment effect to the use of mobile services it was found to affect the positive (+) to the satisfaction through.

Policy implications derived throughout this study is as follows. First, use percentage and frequency of use of e-government services in the administrative services of the factors that affect the satisfaction of e-government services, negative (-) influence was found. This is the case if the utilization rate is high or there are many frequently used user and generally well used in the sense that rather likely no satisfaction or reuse intention, the recognition of satisfaction is high is the opposite result. Therefore, utilization rate and frequency of such mileage provided there is a need for consideration of the mobile users in complementing the e-government services.

Second, either by using a decision and mobile services for the security level of the factors that affect the satisfaction of the e-government service, it is analyzed to influence the positive (+). It was found that a person determines that the security level is higher satisfaction is positive. Analysis to evaluate the positive things also of satisfaction people that are using the mobile service is possible. Therefore, there is the improvement of satisfactions. It should put the complementation of two factors above in mind.

Finally, because affect the satisfaction of e-government services, 60-year-old to 74-year-old is a layer of information gap between generations (over 60 years) to use the security level of judgment and mobile services in the regulation effect of population how do, it has been analyzed to show the regulatory effects on satisfaction evaluation of the population. This may satisfaction over 59 74-year-old populations, can be interpreted as the effect of the two factors on significantly affect than mating population. Therefore, in order to prevent the information alienation (information alienation) phenomenon that disparity is increasingly spread corresponding to the layer of information gap between generations, for these factors require consideration, the use of e-government services that are the foundation of the present study If the survey, according to the usual statistics, as policy suggests "strengthening such as custom unwanted content" than "diversified use medium" such as the "enhanced security", since it is stressed , it is necessary to care for this.
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Graduate School of Public Administration (행정대학원)Dept. of Public Administration (행정학과)Theses (Master's Degree_행정학과)
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