전자정부 서비스에 대한 이용자 만족도와 영향요인 = 5개 전자정부 서비스를 중심으로

다국어 초록 (Multilingual Abstract)

This research has two main purposes: How the e-government services are evaluated by the users and which are more influential factors of user satisfaction on e-government services among many probable ones. And we find several implications for providing upgraded e-government services from this analysis. The result shows that the level of user satisfaction on e-government services is not highly evaluated. All the factors, which are usability, accessibility, responsibility, and credibility, have positive correlations with user satisfaction. Not all the factors but usability and accessibility, however, are included in the regression model derived from this analysis. The most influential factor was usability which is followed by accessibility on user satisfaction. In spite of widely acknowledged importance, these two factors fail to earn highly positive evaluation in this survey. This is mainly because E-government services are not designed and managed from the viewpoint of users but providers'. It is highly recommended to develop new service model which reflects users' expectations and rapidly changing technology environment and evaluation methods for accurate diagnosis of E-government services.