Informatization Policy (정보화정책)

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A Study on Policy Acceptance Intention to Use Artificial Intelligence-Based Public Services: Focusing on the Influence of Individual Perception & Digital Literacy Level

인공지능 기반 공공서비스 정책수용 의도에 관한 연구: 개인의 인식과 디지털 리터러시 수준이 미치는 영향을 중심으로

  • Jang, Changki (Graduate School of Public Policy and Information Technology, Seoul National University of Science and Technology) ;
  • Sung, WookJoon (Graduate School of Public Policy and Information Technology, Seoul National University of Science and Technology)
  • Received : 2021.10.13
  • Accepted : 2021.11.30
  • Published : 2022.03.31
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Abstract

The purpose of this study is to empirically analyze the effect of individual perception of artificial intelligence and the level of digital literacy on the acceptance of artificial intelligence-based public services. For empirical analysis, a research model was set up based on the technology acceptance model and planned behavior theory using survey data of 2017 and analyzed through structural equations. To summarize the results of the analysis, firstly, the positive perception of individuals about artificial intelligence technology plays a role in reinforcing attitudes toward benefits and reducing concerns about public service in which artificial intelligence technology has been introduced. Secondly, the level of digital literacy reinforces both benefits and concerns about artificial intelligence technology, but it was found that the intention to use public services was reinforced through the benefits of artificial intelligence technology perceived by individuals, rather than privacy concerns about artificial intelligence technology. Thirdly, it was confirmed that the perceived benefits of individuals on artificial intelligence technology reinforced the intention to use public civil services, and privacy concerns negatively influenced the intention to use. It was confirmed that the influence of a perceived ease of use and usefulness, as opposed to privacy concerns, further reinforces the intention to use. Both citizens' positive perceptions regarding the accuracy and reliability of information provided through artificial intelligence technology and institutional complementation of responsibility for errors caused by artificial intelligence technology are strengthened, and technical problems related to privacy protection are solved.

본 연구는 인공지능에 관한 개인의 인식과 디지털 정보를 이해하고 활용할 수 있는 디지털 리터러시(Digital Literacy) 수준이 인공지능 기반 공공서비스의 수용에 미치는 영향을 실증적으로 분석하는 것을 목적으로 한다. 실증적 분석을 위해 2017년에 수행된 설문조사 자료를 바탕으로 기술수용모형과 계획된 행동이론에 근거하여 연구모형을 설정하고 구조방정식을 통해 분석하였다. 분석 결과를 요약하면, 첫째, 인공지능 기술에 대한 개인의 긍정적 인식은 인공지능 기술이 도입된 공공민원서비스에 대한 혜택에 대한 태도를 강화하고, 우려는 감소시키는 역할을 한다. 둘째, 디지털 리터러시 수준은 인공지능 기술에 대한 혜택과 우려를 모두 강화하지만, 인공지능 기술에 대한 프라이버시 염려보다는 개인이 인식하는 인공지능 기술의 혜택을 통해 공공민원서비스를 이용할 의도를 강화하는 것으로 나타났다. 셋째, 인공지능 기술에 대한 개인의 지각된 혜택은 공공민원서비스 이용의도를 강화하고, 프라이버시 염려는 이용의도에 부정적 영향이 확인되었다. 특히, 프라이버시 염려보다는 지각된 이용 편의성과 유용성의 영향이 이용의도를 더욱 강화하는 것으로 확인되었다. 이러한 분석 결과는 인공지능 기술을 통해 제공되는 정보의 정확성과 신뢰성에 관한 시민의 긍정적 인식 강화, 인공지능 기술로 인한 오류에 대한 책임 소재에 대한 제도적 보완, 프라이버시 보호와 관련된 기술적 문제 해결의 필요성을 제기한다.

Keywords

Acknowledgement

This study was supported by the Research Program funded by SeoulTech (Seoul National University of Science & Technology).

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