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Justice, dissatisfaction, and public confidence in the e-governance

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Justice, Dissatisfaction, and Public Confidence in the E-Governance
Submission Date: December 2014 Submitted to: KDI working paper Submitted by: Yoon C. Cho* Professor KDI SCHOOL of Public Policy and Management 85 Hoegiro, Dongdaemoongu Seoul 130-650, Korea Tel: 82-2-3299-1087 (O) E-mail, ycho@kdischool.ac.kr ____________________________ *Corresponding author. KDI School of Public Policy and Management, Tel: +82-2-3299-1087, E-mail addresses: ycho@kdischool.ac.kr, yoonji22e@gmail.com. The authors are grateful for the financial support from the KDI School of Public Policy and Management.
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Justice, Dissatisfaction, and Public Confidence in the E-Governance ABSTRACT Studies of technology acceptance, public satisfaction, and public confidence have been applied to the field of public administration. However, the relationship of perceived fairness, or justice, to dissatisfaction with electronic adoption in e-governance has been must less examined. The purpose of the study is to investigate the relationships between perceived justice, dissatisfaction, willingness to complain, satisfaction with complaint handling, and public confidence in the context of e-governance. Using factor analysis, regression analysis, t-testing, and ANOVA, we found that perceptions of justice varied depending on gender, age, education level, and socioeconomic status. Overall, procedural and interactional justice, but n


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Title Justice, dissatisfaction, and public confidence in the e-governance
Similar Titles
Material Type Reports
Author(English)

Cho, Yooncheong

Publisher

[Sejong, South Korea]:KDI School of Public Policy and Management

Date 2014-12
Series Title; No KDI School Working Paper Series / 14-11
Pages 43
Subject Country South Korea(Asia and Pacific)
Language English
File Type Documents
Original Format pdf
Subject Government and Law < Public Administration
Holding KDI School of Public Policy and Management

Abstract

Studies of technology acceptance, public satisfaction, and public confidence have been applied to the field of public administration. However, the relationship of perceived fairness, or justice, to dissatisfaction with electronic adoption in e-governance has been must less examined. The purpose of the study is to investigate the relationships between perceived justice, dissatisfaction, willingness to complain, satisfaction with complaint handling, and public confidence in the context of e-governance. Using factor analysis, regression analysis, t-testing, and ANOVA, we found that perceptions of justice varied depending on gender, age, education level, and socioeconomic status. Overall, procedural and interactional justice, but not distributive justice, were positively associated with dissatisfaction, and the effects of interactional justice were stronger than those of procedural justice. Public confidence was negatively associated with willingness to complain and positively associated with satisfaction with complaint handling. The results also showed that distributive justice was related to satisfaction with complaint handling when complaints were handled offline, but not online. The findings of this study have theoretical and managerial implications for satisfaction and justice theory in the context of e-governance.