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Analyzing Service Quality Factors for Affecting Government 2.0 Users' Satisfaction  

Song, Ju-Ho (연세대학교 정보대학원)
Park, Soo-Kyung (연세대학교 정보대학원)
Lee, Bong-Gyou (연세대학교 정보대학원)
Publication Information
Journal of Internet Computing and Services / v.12, no.2, 2011 , pp. 149-161 More about this Journal
Abstract
The purpose of this study is to present the direction of improving the Korean Government 2.0 services by evaluating the quality of the service and analyzing its effects on user satisfaction. Recently, on the extension of e-government, Government 2.0, which is the government service combined with Web 2.0, has emerged as a new paradigm. However, there are very few studies on the impact of Government 2.0 on general society and industries. Especially, there is little or no practical analysis and evaluation for the quality of Government 2.0 service. Because the service quality is typically used as the leading indicator of user satisfaction, this study applies it to the Government 2.0 for the validation of the existingtheory in a particular subject. The service quality was measured by the tangibles, reliability, responsiveness of revised SERVQUAL, the efficiency and security of the E-S-QUAL. Inconclusion, this study has empirically significant implications for providing a theoretical foundation for measuring the quality of the Government 2.0 service.
Keywords
Government 2.0; e-Government; Service Quality; Satisfaction; Public Transportation Information Service; SERVQUAL; E-S-QUAL;
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