전자정부시스템의 품질, 이용의향, 만족이 업무성과에 미치는 영향 연구:정부24(공무원 창구)를 중심으로

Various kinds of e-government services are provided for the purpose of realizing public value. In order to measure the impact, it is necessary to investigate the public value of e-government. In this study, we applied the Information Success Model (IS Model) to the 680 users of the “Government 24” internal system with structured survey and analyzed the effect of quality, intention to use and satisfaction on the performance through the PLS-structure equation model. As a result of the analysis, the effect of quality-related variables on performance is greater than satisfaction when mediating intention to use. In addition, although the mediation effect was found to be statistically significant for both the intention-to-use variable and the satisfaction variable, when considering the practical mediating strength, system quality, information quality, and service quality all partially mediating the intention-to-use variable, whereas only the system quality shows a practical mediating effect. This shows that the intention to use is greatly influenced by the person in charge of the task manager who is mandatory to use the system for various business processes. and It means that the awareness of the usefulness of internal system users at the base is important for the service of citizens through government 24, which is typically mentioned in e-government related policies.