A Study on The Factors Affecting The Continuous Use of E-Government Services - Focused on Privacy and Security Concerns-

Abstract

In this study, we conducted a survey of those who have used E-Government Services (civil servants, employees of public institutions, and the public) to empirically identify the factors affecting the continuous use intention E-Government Services, and conducted an empirical analysis using SPSS and Smart PLS with 284 valid samples except for dual, error and poor answers. Based on the success model of the information system (IS access model), we set independent variables which were divided into quality factors (service quality, system quality, information quality) and risk factors (personal information and security), and perceived ease of use and reliability, which are the main variables based on the technology acceptance model (TAM) that best describes the parameter group, were established as useful parameters. In addition, we design the research model by setting user satisfaction and the continuous use intention as dependent variables, conducted the study about how affecting factors influence to the acceptance factors through 14 hypotheses.The study found that 12 from 14 hypotheses were adopted and 2 were rejected. Looking at the results derived, it was analyzed that, firstly, 3 quality factors all affect perceived ease of use in relation to the quality of service, system quality, information quality which are perceived ease of use of E-Government Services. Second, in relation to the quality of service quality, system quality, information quality and perceived usefulness which are the quality factors of E-Government Services, the quality of service and information quality affect perceived usefulness, but system quality does not affect perceived usefulness. Third, it was analyzed that both factors influence reliability in the relationship between Privacy and security and trust which are risk factors. Fourth, the relationship between perceived ease of use and perceived usefulness has shown that perceived ease of use does not affect perceived usefulness. Finally, the relationship between user value factors (perceptual usability, perceived usefulness and trust) and user satisfaction and the continuous use intention was analyzed that user value factors affect user satisfaction while user satisfaction affects the continuous use intention. This study can be meaningful in that it theoretically presented the factors influencing the continued acceptance of e-government services through precedent research, presented the variables and measurement items verified through the empirical analysis process, and verified the causal relationship between the variables. The e-government service can contribute to the implementation of e-government in line with the era of the 4th Industrial Revolution by using it as a reference to the establishment of policies to improve the quality of people's lives and provide convenient services to the people.