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전자정부 서비스 활용의 영향요인 연구: 신뢰, 인지적 유용성 그리고 정치적 효능감을 중심으로

Utilization of E-government Services: Trust, Perceived Usefulness and Political Self-efficacy

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초록

전자정부 서비스에 대한 정부의 관심과 투자는 계속 증가하고 있음에도 불구하고 국민들은 여전히 웹 상에의 서비스보다는 전통적인 오프라인방식을 더 선호하고 있는 형편이다. 정부와 전자정부 관련 기술에 대한 국민의 확신은 전자정부 서비스 확산의 전제조건이다. 본 연구는 전자정부 사용자의 인지된 유용성, 신뢰, 정치적 효능감이 전자정부서비스의 활용의도에 미치는 직·간접적 영향력 정도를 알아보는데 주된 목적이 있다. 이를 위해 1,900개 가까운 설문자료를 확보하고 공분산 구조모형을 이용하여 연구가설을 검증하였다. 분석 결과, 제안한 연구가설이 모두 유의한것으로 나타났다. 본 연구는 기존의 많은 연구와는 달리 전자정부 활용의도 결정요인을 사용자의 인지적 관점에서 접근해 보았으며 활용의도에 영향을 미치는 이들 요인들에 대한 정책적 시사점을 제시해 보았다는데 그 의의를 찾을 수있다.

Abstract

Despite the governments' growing interest and investment in e-government services for citizens, they are still more likely to use traditional methods than the Web to interact with the government. Citizen confidence in government and technology is imperative to the wide-spread adoption of e-government. This study analyzes the impact of perceived usefulness, trust, and political efficacy on one's willingness to use e-government services. In this model, we propose a model of e-government trust composed of institution-based, process-based and webbased trust. Results from a citizen survey indicate that political efficacy positively affects perceived usefulness and trust, which in turn affect intentions to use an e-government service. Trust has been found to affect perceived usefulness as well. As a conclusion, implications from statistical results are provided.

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