개인특성, 서비스특성 및 사회적지원이 시니어의 전자정부서비스 이용의도에 미치는 영향 : 인지된 불안감의 조절효과

Korean society has been rapidly aging, and alongside the demographic shift, digitalization has progressed significantly. In response, the government introduced an e-government service called Government 24. This study aimed to empirically analyze the factors influencing seniors' intention to use e-government services, particularly focusing on digital immigrants within the senior population. For the analysis, key variables were drawn from both personal and service-related factors, including physiological aging, perceived usefulness, perceived ease of use, and social support, which was subdivided into government and interpersonal social support. Additionally, the study examined how perceived anxiety moderates the relationship between these variables and the intention to use e-government services. A survey of 300 seniors across the country was conducted through a professional research agency, and the data were analyzed using multiple regression analysis via the SPSS program. The results indicated that physiological aging negatively influenced the intention to use e-government services. On the other hand, perceived usefulness, perceived ease of use, government support, and social support positively influenced usage intentions, with social support showing the strongest impact. Interestingly, the study found variations between seniors with low and high levels of perceived anxiety. In the low anxiety group, physiological aging, perceived usefulness, and social support were significant predictors of e-government service usage. However, in the high anxiety group, perceived ease of use also played a critical role alongside the other factors. The academic significance of this study lies in its comprehensive analysis of multiple factors?personal, social, and environmental?affecting seniors' adoption of e-government services. By incorporating these diverse dimensions, this study presents a broader and more systematic understanding of seniors' decision-making processes regarding digital services. The study builds on technology adoption theories, such as the Technology Acceptance Model (TAM), but extends them by emphasizing the pivotal role of social support in senior populations. This suggests that the digital divide for seniors is not merely a technological issue but one deeply embedded in social structures and relationships. From a practical standpoint, the results highlight the importance of interpersonal support in driving seniors' adoption of e-government services. The findings suggest that efforts to improve seniors' usage of digital services should focus not only on enhancing the usability and usefulness of these services but also on fostering social environments that encourage support from family members, peers, and community groups. Policymakers and service designers should recognize that social support can play a crucial role in overcoming the digital barriers faced by seniors, particularly in navigating complex technologies. In conclusion, this study provides valuable insights for the development of more inclusive e-government services that cater to the needs of the aging population. Future research could extend these findings by exploring how anxiety and social support interact in different technological contexts or by examining the long-term effects of training programs aimed at increasing digital literacy among seniors.