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Analysis of Administrative Service Satisfaction According to Level of Government-Citizen Contact: Focusing on the Difference between e-Government and Alogue Government

  • Korean Society and Public Administration
  • Abbr : KSPA
  • 2018, 29(1), pp.211-231
  • Publisher : Seoul Association For Public Administration
  • Research Area : Social Science > Public Administration

Sabinne Lee 1

1연세대학교

Accredited

ABSTRACT

In the 21st century, Korea's e-government has developed rapidly. In particular, the introduction of e-government in the public service area has the positive expectation that it will reduce the workload of public officials by converting the government services from the street-level domain into the system domain, which improves citizen's satisfaction with the public service. Respectively. But did the introduction of e-government increase the satisfaction of civil service? Does the introduction of e-government reduce service satisfaction by reducing contact between citizens and service providers? In this study, we compared the satisfaction of the people who visited the government web page and the people who received the service by directly visit public institution, and the effect of citizen-contact (citizen-contact) in order to re-examine the effect. In addition, we will examine how the degree of satisfaction varies depending on the size of institutions and the level of government trust that respondents have. As a result of the empirical analysis, the service satisfaction of the people who visited and served directly by the government web page was higher than those who received the service via an internet. However, even if they visited directly, statistical significance disappeared when the size of visited institutions increased. This is an empirical evidence that it is more effective to use the direct visit method to secure citizen satisfaction and citizen contact rather than e-government. Lastly, when we divide survey respondents into two groups by the level of government trust, the government trust is more influential than the service provision type. The result of this study shows that the direct - visit method which can make citizens' contact with public service delivery can be highly satisfied. In addition, by exploring the significant influence of government trust, we were able to explore the possibility of government trust as an alternative to citizen contact, especially when government is difficult to contact citizens.

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