• Journal of Internet Computing and Services
    ISSN 2287 - 1136(Online) / ISSN 1598 - 0170 (Print)
    http://jics.or.kr/

Analyzing Service Quality Factors for Affecting Government 2.0 Users' Satisfaction


Ju-Ho Song, Soo-Kyung Park, Bong-Gyou Lee, Journal of Internet Computing and Services, Vol. 12, No. 2, pp. 149-0, Apr. 2011
Full Text:
Keywords: Government 2.0, e-Government, Service quality, Satisfaction, Public Transportation Information Service, SERVQUAL, E-S-QUAL

Abstract

The purpose of this study is to present the direction of improving the Korean Government 2.0 services by evaluating the quality of the service and analyzing its effects on user satisfaction. Recently, on the extension of e-government, Government 2.0, which is the government service combined with Web 2.0, has emerged as a new paradigm. However, there are very few studies on the impact of Government 2.0 on general society and industries. Especially, there is little or no practical analysis and evaluation for the quality of Government 2.0 service. Because the service quality is typically used as the leading indicator of user satisfaction, this study applies it to the Government 2.0 for the validation of the existingtheory in a particular subject. The service quality was measured by the tangibles, reliability, responsiveness of revised SERVQUAL, the efficiency and security of the E-S-QUAL. Inconclusion, this study has empirically significant implications for providing a theoretical foundation for measuring the quality of the Government 2.0 service.


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Cite this article
[APA Style]
Ju-Ho Song, Soo-Kyung Park, & Bong-Gyou Lee (2011). Analyzing Service Quality Factors for Affecting Government 2.0 Users' Satisfaction. Journal of Internet Computing and Services, 12(2), 149-0.

[IEEE Style]
J. Song, S. Park and B. Lee, "Analyzing Service Quality Factors for Affecting Government 2.0 Users' Satisfaction," Journal of Internet Computing and Services, vol. 12, no. 2, pp. 149-0, 2011.

[ACM Style]
Ju-Ho Song, Soo-Kyung Park, and Bong-Gyou Lee. 2011. Analyzing Service Quality Factors for Affecting Government 2.0 Users' Satisfaction. Journal of Internet Computing and Services, 12, 2, (2011), 149-0.