Does public service delivery through new channels promote citizen trust in government? The case of smart devices^*

* Sajda Qureshi is the accepting Editor-in-Chief for this article.

ABSTRACT

From the government’s perspective, it is important to understand the factors that influence effective utilization of new service channels, particularly the use of smart devices. Furthermore, how the utilization of a new channel affects trust in the government is an important performance factor whose linkage mechanism also needs to be investigated. This study collected 417 questionnaires from Korean citizens who communicate with the government via smart devices; the questionnaires were analyzed using structural equation analysis. This research indicates that in order to maximize trust in government, service delivery via smart devices must be designed with a clear understanding of the three significant components of such communication, namely the service, channel, and citizens. The service selected must be appropriate to the characteristics of the channel, and service reform may be necessary, beyond using the channel simply as a service means. Citizens’ ability to utilize the channel must also be fully considered. In order to increase the efficacy of new channel utilization, fast implementation is less important than understanding how to satisfy citizens’ needs regarding use of the public service via a smart device.

KEYWORDS:

• Smart device
• trust in government
• new channel
• public service
• channel management

Disclosure statement

No potential conflict of interest was reported by the authors.

Notes on contributors

Suk Kyoung Kim is an adjunct professor of Dept. of Business and Technology Management at the Korea Advanced Institute of Science and Technology (KAIST). She obtained a PhD degree in the Business and Technology Management at the Korea Advanced Institute of Science and Technology (KAIST), Daejeon, Republic of Korea. She has working experience in National Information Agency (NIA) and Dongguk Univ. in Korea. Her research interests include social media, e-government and m-government and ICT development in developing countries. Her research articles have been published in Public Management Review, Information Development and etc.

Min Jae Park is Academic director of Aalto Univ. Executive MBA in Seoul and an assistant professor in Seoul School of Integrated Science and Technologies (aSSIST), Republic of Korea and obtained a PhD degree in the Business and Technology Management at the Korea Advanced Institute of Science and Technology (KAIST), Daejeon, Republic of Korea. His research interests include R&D management, innovation by technology like IoT, and data mining for public sector. His research articles have been published in Public Management Review, International Journal of Information Management, Telecommunications Policy, Government Information Quarterly, etc.

Jae Jeung Rho is currently the director of Global Information & Telecommunication Technology Program and Professor of Dept. of Business and Technology Management at the Korea Advanced Institute of Science and Technology (KAIST). He obtained his BS in mechanical engineering from Seoul National University (SNU) and an MS from Texas A&M University, United States, and PhD in industrial engineering from University of Houston, United States. He is also the director of Business Division in Auto-ID Lab Korea. His teaching and research interests include supply chain management, application of RFID/USN, EPC sensor networks and applications of mobile technology in developing countries.

ORCID

Min Jae Park http://orcid.org/0000-0002-9380-2744

Notes

* Sajda Qureshi is the accepting Editor-in-Chief for this article.