Citizens Perception of E-Government in Korea: Importance-Performance Analysis on Users Satisfaction and Behavioral Intention

Hayan Park and Muhammad Firdaus Samijadi

Journal of Public Administration and Governance, 2021, vol. 11, issue 2, 357381

Abstract: The implementation of technological developments in the field of Information and Communication Technologies (ICT) have been carried out by many countries to help make government service delivery to their citizens better. E-government initiatives are developed to try and attain a higher level of efficacy in government service provision by utilizing the latest developments in ICTs to innovate and promote the interactions with citizens. E-government initiatives should not only be about putting forms, websites and services online, but should also provide a framework of options on how the government continues to improve their services and how to bring adjustments based on the users' demand. A citizen-centric study of how citizens perceive e-government services should help governments and future researchers adjust their initiatives accordingly. This study explores the citizens' perception of e-government in Korea by utilizing an Importance-Performance Analysis method and also seeks to identify which attributes of e-government can influence citizens' satisfaction and behavioral intentions. The result of the IPA indicates that technical support/feedback and real-time service provision are the main areas where e-government should focus on. Overall, the IPA model indicates other factors that can influence satisfaction and behavioral intention, and a well-structured e-government plan based on the findings may as well enhance the specific aspect of e-government.

Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.macrothink.org/journal/index.php/jpag/article/download/18677/14623 (application/pdf)
http://www.macrothink.org/journal/index.php/jpag/article/view/18677 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:mth:jpag88:v:11:y:2021:i:2:p:357-381

Access Statistics for this article

Journal of Public Administration and Governance is currently edited by Milo Thomson

More articles in Journal of Public Administration and Governance from Macrothink Institute
Bibliographic data for series maintained by Technical Support Office ( this e-mail address is bad, please contact ).