Author ORCID Identifier
Minhee You: https://orcid.org/0009-0008-5522-6425
Wonik Park: https://orcid.org/0009-0008-5522-6425
Abstract
This study examines the role of user support services in improving transparency in government subsidy management systems, focusing on Korea’s e-Naradoum platform. Research on Public Management Information Systems (PMIS) within Information System Success (ISS) frameworks has largely focused on how system, information, and service quality influence organizational performance through user satisfaction. This study highlights the direct impact, instead of the mediated effects of user support services, such as training and call centers, on perceived transparency in public finance. Structural equation analysis of survey data from e-Naradoum users reveals that system and information quality enhance transparency perception indirectly via user satisfaction, while user support services promote transparency directly, independent of satisfaction levels. The findings suggest that user assistance programs improve transparency by helping users navigate complex administrative processes and identify mechanisms to combat corruption, particularly in mandatory-use contexts. A comparative analysis further indicates that private-sector users who are less familiar with public administration procedures benefit more from user training and information quality than public officials. These results underscore the need to incorporate well-targeted user support services into the design of digital public finance systems, as investments in training and technical assistance can enhance regulatory compliance and public trust.
Recommended Citation
You, M.,
&
Park, W.
(In press).
User Support Services and Transparency in Public Finance Information Systems: Evidence from Korea’s e-Naradoum.
Information Technology for Development.
Available at:
https://aisel.aisnet.org/itd/vol32/iss1/3