Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A Study on the Influencing Factors of Continuous Usage Intention for a Scenario based FAQ Service regarding on Private Information Protection

개인정보보호에 관한 시나리오 기반 질의응답서비스 품질이 이용의도에 미치는 요인에 관한 연구

  • Kang, Sang-Ug (Dept. of Computer Science, Sangmyung University) ;
  • Lee, Dae-Chul (Group of ICT Strategy Management, Creative Consulting Corp.)
  • 강상욱 (상명대학교 컴퓨터과학과) ;
  • 이대철 (창의컨설팅 ICT 전략경영 그룹)
  • Received : 2013.12.18
  • Accepted : 2014.02.20
  • Published : 2014.02.28
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Abstract

The paper studies the influencing factors of continuous usage intention for a scenario based cognitive FAQ service regrading on private information protection. The research result finds that three major factors are significantly positive to the continuous usage intention for the service. First, search easiness is an essential factor and it can be improved using sophisticate categorization. Second, Scenario based FAQ service is effective on understanding and solving questioner's situation. Related information is helpful for problem solving. The research shows that the new approach to private information protection area can lead to a more acceptable and reasonable problem solving tool.

본 논문은 개인정보 보호에 관한 인지수준 제고를 위한 시나리오기반 인지형 질의응답서비스의 지속적인 사용 의도에 영향을 미치는 요인에 대해 실증하였다. 연구결과 시나리오기반 인지형 질의응답서비스의 지속사용의도에 영향을 미치는 요인은 크게 3가지이다. 첫째, 정보유형별 세분화 된 개인정보 보호 다차원 분류체계를 적용하여 검색의 용이성을 제고할 필요가 있는 것으로 나타났다. 둘째, 수요자 상황별로 질의답변 주제를 미리 제시하고 도입, 문제 상황, 질문, 해결방법으로 이어지는 개연성을 갖는 이야기 형식으로 보다 알기 쉽게 전달되어 사례의 이해도를 제고할 필요가 있다. 셋째, 연관서비스 등 다른 이용자의 문제해결 사례를 노출시켜 시나리오기반 인지형 질의응답 서비스를 통해 자신이 처해 있는 상황에 대한 문제해결이 가능하다는 확신을 줄 수 있어야 한다. 이와 같은 활동들은 국민 및 기업에게 개인정보 보호에 대해 쉽게 널리 알리는 효과를 가져다 줄 것으로 사료된다. 본 연구 결과를 통해 시나리오 기반 인지형 질의응답서비스가 개인정보 보호 사건의 문제해결에 도움을 주는 도구로써 유용하게 활용할 수 있다는 점을 밝혔으며, 특히 복잡한 문제를 담고 있는 정보를 제공하려는 서비스 분야에서는 시나리오기반 인지형 질의응답서비스 방식의 응용이 유용할 것으로 분석된다.

Keywords

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