Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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The Influence of Characteristics of Local Government Web-sites on User Satisfaction and Trust

자치단체 웹사이트의 특성이 사용자 만족과 신뢰에 미치는 영향

  • Received : 2019.07.10
  • Accepted : 2019.09.17
  • Published : 2019.09.30
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Abstract

This paper is an exploratory study to investigate the influence of characteristics of local government web-sites on user satisfaction and trust. The objective of this research is to identify the characteristics of local government web-sites influencing on user satisfaction and trust, and determine how they affect user satisfaction and trust. From the literature review, we identify four characteristics which are expected to influence on user satisfaction: technical, information, customer-oriented, and work-performing characteristics. In addition, we develop research model that the four characteristics are expected to affect user satisfaction and trust via users' perceived values. The results of the research are as follows. The technical, customer-oriented, and work-performing characteristics significantly affects perceived values, which significantly affected user satisfaction and trust. Perceived value is partially mediated by user satisfaction in affecting user trust. The characteristics of local government web-sites affecting perceived values differed partially by the purpose of visitor. As for the personal goal, the technical, customer-oriented, and work-performing characteristics significantly affect perceived values, with the technical and customer-oriented characteristics having more significant effects. As for the business goal, the technical, information, work-performing characteristics significantly affected perceived values, with information characteristics having more significant effects.

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References

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