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

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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.

Evaluates user satisfaction to improve smart services in a multifunctional administrative city, suggesting critical management changes.

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Park et al. (2026) studied this question.

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