A Study on the Improvement of Smart Service in Multifunctional Administrative City through the Evaluation of User Satisfaction

Key Points

• The aim is to identify improvement directions for smart services based on user satisfaction in an administrative city.
• Selected 8 frequently used smart services based on user experience.
• Conducted online monitoring and a user satisfaction survey with 508 respondents.
• Analyzed satisfaction differences and operational conditions comprehensively.
• User satisfaction is more influenced by non-technical factors like accessibility and information provision than technical performance.
• Services with lower satisfaction levels show a stronger need for improvements in management and information systems rather than technical features.
• Improvement needs were categorized into four types for better service efficiency and gradual enhancement.

Abstract