Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Why Do Laggards Resist the IT Adoption in Public Service? : A Case of Expressway Hi-Pass System

공공서비스 IT수용에 대한 사용자 저항요인 : 고속도로 하이패스시스템 사례

  • Cho, Hee-Soo (Department of Business Administration, Graduate School, Kyung Hee University) ;
  • Suh, Yung-Ho (School of Management, Kyung Hee University) ;
  • Lee, Sang-Chul (Department of Big Data Management, KC University) ;
  • Lee, Sae-Bom (School of Management, Kyung Hee University)
  • Received : 2019.04.27
  • Accepted : 2019.05.14
  • Published : 2019.06.30
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Abstract

Purpose: The purpose of this study is (1) to empirically examine why laggards resist IT adoption in public service and (2) to investigate the relationship between resistance and negative behavioral intention. Methods: The questionnaire survey was conducted on expressway users who do not use High-pass system. The collected 232 samples were analyzed using structure equation model method with AMOS 22.0. Results: Resistance is found to be a statistically significant factor affecting intention to reject. Also, incompatibility, privacy concern, status quo inertia and relative advantage are found to be statistically significant factors affecting resistance. Conclusion: Laggards have a tendency to intend to reject IT adoption rather than to postpone. They are affected not by monetary, procedural aspect associated with purchasing or registering OBU(On Board Unit). Incompatibility and relative advantage which are inherent attributes of Hi-pass system are more influential factors than privacy concern and status quo inertia. They make ethical and emotional decision partially affected by public-social factors.

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References

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