전자민원서비스 이용이 정부신뢰에 미치는 영향에 관한 연구

Abstract

The aim of this article is to examine the influence of the level of citizens’ usage of the G4C portal system on trust in central and local government agencies, as there is an ever-increasing belief that e-government service delivery through the civil petition service portal enhances the efficiency, transparency, and equity of public administration, and such enhancement leads to higher level of citizen satisfaction and compliance as well as greater trust in government. By analyzing the clickstream data collected from South Korean citizens, the relationship between e-government usage and trust in central and local government agencies was scrutinized. The results of the multi-regression analysis suggest that the citizens’ usage of the G4C portal has a catalytic effect on strengthening trust in government. That is, when more citizens experience the convenience of e-government, there is an overall increase of trust in government agencies, therefore, this study concludes that e-government is a powerful means to elevate citizens’ trust in government.