사회복지 사업을 위한 사회보장 정보시스템의 활용에 미치는 영향 분석

Abstract

This study aims to analyze the impact of six major management behaviors on user satisfaction and system utilization within the social security information system. The study used survey data from 174 social welfare officials across the country and employed structural equation modeling with LISREL 8.72 for analysis. The results show that the management, usability, and complaint handling of the information system significantly affect system usability and user satisfaction, indicating that the proper functioning of system features is crucial for improving utilization and satisfaction. Although information system training and maintenance do not significantly impact usability, they do affect satisfaction, suggesting that while training can enhance utilization, its effectiveness depends on the user's proficiency and time spent using the system. On the other hand, system convenience did not significantly impact usability or satisfaction, implying that convenience is not directly related to user experience or satisfaction since users cannot independently modify the system’s interface or experience. The level of business understanding among users also did not significantly affect system utilization or satisfaction, indicating that users can effectively use the system even with limited knowledge of social security programs. Additionally, user satisfaction was found to have a significant impact on system utilization. These findings suggest that the information system should further develop customized features, incorporating the latest IT technologies to provide more efficient administrative information management, thereby reducing the time social welfare officials spend on administrative tasks and improving the quality of public services.