A Study on the Impact of Quality Characteristics and Perceived Value Characteristics on the Intention to Use Mobile Electronic Certificate Services

Certification issuance is the most frequently used e-government service by civil petitioners. However, Internet-based certification issuance services were disconnected in that users were required to have their certificate documents issued from the Internet, print them out, and submit them to relevant institutions. Most users found this extremely inconvenient. On the contrary, mobile electronic certification services enable users to experience inter-agency services through their personal mobile device. Several studies have been conducted on the acceptance of Information Systems, where the characteristics of IS Success Models were used to achieve service acceptance. Moreover, the Means-End Chain theory has indicated perceived value factors as crucial to understand the consumption behaviors of consumers. However, limited studies combine the two theories to analyze the effect of perceived value on user satisfaction and ultimately on a user’s intention to use a particular service. The development of digital technology is accelerating the growth of digital transformation in our society. We hope that future studies pertaining to government innovation based on digital transformation will not only emphasize the convenience of technology but also demonstrate the importance of consumption values. Furthermore, we hope that this study contributes to the further development of e-government services and that government innovation based on digital transformation will continue to progress in our society.