체감형 스마트시티 서비스 품질이 주민만족도에 미치는 영향: 신뢰도의 매개효과를 중심으로

초록

This study analyzed how convenience and innovation, which are quality factors of service, affect the satisfaction of residents using tangible smart city services, and whether reliability of service quality factors has a mediating effect in these influence relationships. To this end, a survey was conducted on the residents who used the smart city service and this was analyzed. As a result of the analysis, it was found that both convenience and innovation, which are the quality of smart city service, directly had a significant positive effect on resident satisfaction, and reliability was analyzed to have a significant mediating effect in this influence relationship.The policy implications of such analysis results are as follows. In order to enhance innovativeness in smart city services, policies that can foster not only technological innovation but also social innovation are required, and various entities constituting the local community share ideas about smart city services necessary to solve urban problems. It is preferable to solve them together. Second, the convenience of smart city services does not stop at simply providing services, but requires specific operation and management measures to continuously maintain service quality. Third, measures to improve residents' trust in smart city services should be devised at the same time.

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