전자정부 성과지표로서 시민만족에 미치는 영향요인 분석: 레드 테이프 인식 변화의 매개효과를 중심으로

초록

This study aims to identify how e-government can create value for citizens by analyzing the relationship between e-government, red tape, and citizen satisfaction. Relying on previous studies on e-government, red tape, and citizen satisfaction, we hypothesized that e-government can increase citizen satisfaction with public services by decreasing citizen perception of red tape. Analyzing data from the "A Survey of Citizens' Perceptions of Public Administration" conducted by the Korea Institute of Public Administration in 2019, our study shows that while e-government does not have a statistically significant effect on citizen satisfaction with public services, citizen perception of red tape completely mediates the relationship between e-government and citizen satisfaction with public services. This implies that it is not e-government per se but rather the improved lived experience of easier and more streamlined administrative procedures and processes provided to citizens through e-government that ultimately contributes to improving citizen satisfaction with public services. Our findings not only contribute to e-government research, citizen satisfaction research, and red tape research by elucidating specific mechanisms through which e-government influences citizen satisfaction but also provide practical implications for governments, public agencies, and frontline bureaucrats involved in designing, implementing, and evaluating e-government initiatives.

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