국립·사립대학의 행정서비스 질에 관한 실증연구 : SERVQUAL 모형을 통한 학생만족도를 중심으로

김미라 영남대학교 행정대학원 2010 국내석사

최근의 대학교육행정은 시대의 변화적인 흐름에 부응하고 보다 학생위주의 교육행정서비스에 초점이 맞춰지고 있다. 이러한 노력은 바로 고객인 학생의 만족도를 증진시키는데 있다. 이것은 실질적인 행정서비스를 제공하고 있는 교직원들의 태도나 업무수행에 따라서 많은 관련성을 보이고 있는 사실이다. 따라서 본 연구는 대학행정서비스의 질과 관련된 요인들이 학생들의 교육행정서비스 만족도와 어떠한 관련성을 보이고 있고 또한 국립 및 사립대학별 특성관련 요인에 따라 어떠한 차이점을 보이고 있는가를 고찰, 결과를 토대로 향후 대학의 차별화 전략 및 경쟁력 제고 시키고 학생중심의 행정서비스를 구축하기 위한 연구의 분석 틀과 서비스 개선차원의 SERVQUAL 모형을 활용한 6개지표(유형성, 대응성, 신뢰성, 시정성, 신속성, 보증성)와 22개의 세부항목으로 학생들의 만족도에 관한 연구 분석결과, 국립 및 사립대의 행정서비스의 요인별 인식분석에서 유형성에 있어, 첨단교육장비는 국·사립 비슷한 결과가 교내편의시설은 국립대보다 사립대의 학생들이 만족해하지 않는 것으로 분석되었으며, 대응성은 사립대에 비해 국립대의 학생들이 좀 더 부정적으로 인식하고 학생의 욕구나 요구에 대해서는 공히 미흡한 응답이 높게 나타났다. 그리고 행정정보 공개에 대해 국립대의 경우 각종 정보가 잘 공개되지 않고 있는 것으로 조사되었다. 신뢰성에 관해 정보제공, 수행업무, 학사일정 등은 국․사립대 공히 대체적으로 신뢰하며 긍정적 인식을 하고 있다. 다만 잘못 처리된 행정서비스에 대한 시정성은 부정적 인식을 가지고 있다. 신속성은 대체적으로 업무가 신속하게 처리되고 있는 것으로 인식하였고, 사립대 학생이 더욱 긍정적으로 인식하는 경향을 보였다. 보증성의 경우, 사립대 학생들의 견해가 높게 나타났다. 한편 행정직원의 능력 우수성에 대해서는 국립대 학생들이 능력이 다소 우수한 편이라고 인식하고 있었다. 전반적으로 대학에서 제공하는 행정서비스에 대해 만족하는 것으로 파악되었다. 다음은 국립 및 사립대의 요인별 차이 및 영향분석을 살펴보면, 유형성에 대한 국립 및 사립대의 평균값의 경우 국립이 2.89, 사립이 2.80으로 국립의 평균값이 다소 높게 나타났다. 대응성에 대한 평균값은 국립의 경우 2.54, 사립의 경우 2.77로 나타나 사립의 평균값이 다소 높게 나타났다. 그리고 신뢰성 및 시정성, 신속성, 보증성, 만족성 모두 유의미한 차이를 보이지 않았다. 행정서비스가 학생만족도에 미치는 영향력은 신속성(β=.248)>신뢰성(β=.246)의 순으로 나타나 만족도에 유의미한 영향을 미치는 것으로 측정되었다. 국립대 및 사립대의 행정서비스 요인별 영향분석을 실시한 결과, 국립대는 신속성, 보증성에서 학생만족도에 유의미한 영향을 미치는 것으로 나타난 반면, 사립대는 신뢰성, 신속성이 만족도에 영향을 미치는 요인으로 분석되었다. 이는 국립대 및 사립대 공히 만족도에 미치는 영향요인으로는 신속성으로 나타났다. 또한, 영향력의 크기로는 국립대는 보증성이 사립대는 신속성이 가장 큰 것으로 파악되었다. 반면, 사립대의 경우 행정정보의 정확성, 수행업무의 신뢰성, 학사일정에 맞는 교육과 행정, 약속사항에 대한 행정서비스 제공노력에 초점을 두어야 한다는 사실이다. 본 연구의 정책적인 시사점은 다음과 같다. 첫째, 학생들의 만족도 평가는 대학이 제공하는 행정 서비스를 전제로 특성상 학생들이 평가해야 한다는 것이다. 둘째, 각 서비스에 대한 특정시점을 기준으로 횡단적(cross-sectional), 종단적(longitudinal), 주기적, 반복적인 평가를 통해 서비스 수준을 개선할 필요가 있다. 셋째, 만족도 평가 전담기관의 설치가 필요하며 넷째, 분석모형의 적용과 평가결과를 매년 공시하여야 한다. 만족도 제고방안으로는, 첫째, 공급자 중심에서 수요자 중심으로의 대학행정의 패러다임 전환을 유도하고 학생들의 평가제도의 기능을 제대로 반영하는 결과를 도출할 수 있다는 점을 견지해야 하며 둘째, 대학별 만족도를 비교하여 행․재정지원의 차등화를 통해 대학 간 경쟁을 유도하는 방안이 강구되어야 한다. 셋째, 대학은 행정서비스에 대한 교육품질의 설계치를 제공할 필요가 있으며 넷째, 대학 행정서비스에 대한 학생들의 만족도 평가를 위한 지속적인 노력이 요구된다. 결국 대학은 양적팽창에 비해 질적 수준은 학생들의 기대치를 충족하지 못하고 있다. 이는 행정서비스를 제공하는 대학은 학생들에게 양질의 서비스를 제공하고 있다고 하지만 그 서비스를 수혜 받는 학생들은 자신들의 기대치에 만족하지 못하고 있다는 것이다. 대학의 경쟁력은 우수한 학생을 확보하는 것이다. 21C 학생중심의 대학이 학생들에게 쾌적한 환경을 조성하고 면학분위기를 향상 시킬 수 있는 첩경은 바로 행정서비스에서 비롯된다고 하겠다. Recent educational administration of universities has been focused on more student-oriented educational administration services meeting changing trends of times. This effort aims to improve student satisfaction, as clients. The fact is that this is largely related to university faculty's attitudes and their performances, who have offered practical administration services. Accordingly, this study examined that how much the factors related to administration service qualities of universities are associated with student satisfaction with educational administration services, and as a result from the factors, which is based on analysis frames of study to build up student-oriented administration services, consider their competition, and differentiate universities' strategies for them, and is divided into 6 indices(materiality, correspondence, credibility, readjustment, speed, and assurance) using the SERVQUAL Model and more detailed 22 items. The results from student satisfaction is as follows. The materiality in analyzing the factors of administration services of national and private universities was shown that private university student satisfaction is similar to national university student satisfaction related to the up-to-date equipment, but private university student satisfaction was lower than national university student satisfaction related to conveniences. National university student satisfaction was more negative compared to private university student satisfaction related to correspondence and both the university students' less satisfaction was all higher related to their desires and requests. It was analyzed that national universities have not been open to administration information compared to private universities. Both the university students generally rely on, and are positive credibility like information offers, work performances, university schedules. However, Both the students negatively recognized readjustment about mistakenly performed administration services. Related to speed of work treatment, both the university students were all satisfactory, and private university students were a little more positive. Related to assurance, private university student satisfaction was higher than national university students' one. It was caught that university students are generally satisfied with universities' administration services. The results from analyzing the factors' differences and effects of national and private universities are as follows; in case of the average value both the university students responded to related to materiality, national university students' average value, 2.89 was a bit higher than private university students' average value, 2.80, and in case of the average value both the university students responded to related to correspondence, national university students' average value, 2.54 was a bit lower than private university students' average value, 2.77. Finally, the differences between both the universities among credibility, readjustment, speed, assurance, satisfaction were all not meaningful. It was measured that the influence of administration services on student satisfaction was meaningful in the order of speed(β=.248) and then credibility(β=.246). The results from analyzing the factors' effects of national and private universities' administration services are as follows; national university student satisfaction had meaningful influences on speed and assurance, while private university student satisfaction had meaningful influences on credibility and speed. That is, both national and private student satisfaction had the same meaningful influence on just speed. Also, it was analyzed that national university's influence power was the highest in assurance, and private university's influence power was the highest in speed. However, the fact is that private universities should focus on trying to offer administration services like correctness of administration information, credibility of work performance, education and administration suitable for curriculum, and promised affairs. The policy implications for this study are as follows. First, students should specially assess university administration services related to their satisfaction. Second, administration services should be need to level up through cross-sectional, longitudinal, periodical, and repetitive assessment based on the fixed timing for each service. Third, dedicated institutions should be established to assess student satisfaction. Fourth, applied analysis models and assessed results should be announced every year. There are following ways of considering student satisfaction. Frist, university's administration paradigms should be encouraged to convert supplier-based administration into demander-based administration, and it should be recognized that students' functions of assessment system must be reflected properly in the satisfaction assessment, which will produce the proper satisfaction results. Second, there should be ways to encourage universities to compete with themselves through differentiated adminstration and finance support by comparing the satisfaction of universities. Third, universities should offer designed standards for educational qualities of administration services. Fourth, constant efforts are need to assess student satisfaction about university administration services. Finally, compared to quantitative expansion of universities, their qualitative level has been lower than the one that students expect. It is said that universities that offer administration services have offered qualitative administration services to students, but the students who have received the administration services are not satisfied with the expectations they have. competitiveness of universities is to secure excellent students. It might said that the short cut for student-oriented universities in th 21st century to create clear surroundings of education, and improve studying atmosphere just begins with administration services.

교육행정직 공무원의 직무만족에 관한 실증연구 : 대구광역시를 중심으로

차은성 영남대학교 행정대학원 2009 국내석사

This study was carried out to positively analyze the job satisfaction of under 6 class officials in charge of educational administration in affiliated organizations of Daegu Metropolitan Office of Education for qualitative improvement of educational administration service and to grope for a proposal to carry out educational administration effectively. Followings are the results of research in general. First, the investigation of general recognition on job factors showed ; M=3.11 for 'is the job agreeable to your aptitude?', M=3.49 for 'is the job clearly classified?' M=3.10 for 'is the job range useful for my growth?', M=2.90 for 'does the job need originality and professionality?', M=2.93 for 'is the quantity of job proper?', M=3.17 for 'how much important position do you take in the workplace?'. Also M=3.10 for ‘are you willing to take part in job-related decision making?', M=3.30 for 'do you actively share opinions with boss or coworkers about suggestions?', M=3.22 for 'does your boss easily collect opinions in decision making?', M=3.51 for 'are you acknowledged by boss or coworkers in work place?', M=3.57 for 'do you make efforts to actively take part in informal meeting after work?', M=3.43 for 'do your boss or coworkers mobilize all the authorities to help you for troubles happening on duty?', M=3.13 for 'are you satisfied with the facilities and environment of office?', M=3.56 for 'is your office well equipped with business machines necessary for office work?, M=3.56 for 'is your work place well equipped with welfare facilities including rest place?' In addition, M=2.70 for 'is your salary proper for your duty and responsibility?', M=2.47 for 'is your salary proper compared with friends or peers having similar level of schooling and career?', M=2.75 for 'is your salary proper compared with teachers having similar level of career?', M=3.07 for 'do you think the period spent to be promoted to present position is proper?', M=3.16 for 'is present promotion system carried out fairly?', M=3.14 for 'is transference and appointment carried out fairly?', M=3.06 for 'are there many opportunities to receive job-related education?', M=2.89 for 'is the education and training useful for job?', M=2.76 for 'is the education and training useful for self-development?', M=2.65 for 'is the suggestion system and prize system for merits and accomplishment proper?', M=2.53 for 'is the inspection of merits and accomplishment carried out fairly?' and M=2.94 for 'is the assessment of current discipline system fair?' Moreover, M=3.15 for 'are you satisfied with current job feeling worthwhile and proud?', M=2.98 for 'does your job improve personal growth and life quality?, M=2.93 for 'does your job provide you with the opportunity to exert your ability to the full extent? and M=3.30 for 'how much are you attached to your job?' Second, analysis of different recognition by job satisfaction factors showed that there was a significant difference in role factor, working environment, pay, promotion, education and training, valuation and job satisfaction according to sexuality, in duty range, role factor, human relation, working environment, pay, promotion, education and training, valuation and job satisfaction according to age, in role factor, pay, promotion, education and training, valuation and job satisfaction according to marriage or not, in duty range, role factor, decision making, human relation, pay, promotion, education and training, valuation and job satisfaction according to position. Also there was a significant difference in duty range, role factor, promotion and valuation according to schooling, in duty range, role factor, human relation, pay, promotion, valuation and job satisfaction according to work place, in duty range, role factor, decision making, human relation, working environment, pay, promotion, education and training, valuation and job satisfaction according to working career. Lastly, analysis of influential factors on job satisfaction showed that the factor that has the greatest effect on job satisfaction is human relation, then pay, job satisfaction, role factor, valuation, working environment, education and training, promotion and decision making in order. Among independent variables that have a significant effect on job satisfaction, duty range, role factor, human relation, working environment, pay and valuation had a positive(+) effect, while decision making, promotion and education and training had a negative(-)effect. Based on this result, followings are the suggestions of policy measure to increase and improve the job satisfaction of educational administration officials in Daegu. First, concerning duty factor, it is necessary to induce more realistic duty division so that individuals can exert their ability to the maximum feeling worthwhile and proud and to set up the duty range to correspond with individual growth and development. The quantity of duty should be adjusted considering the increase of interest in duty and equality between staffs. Second, concerning organizational environment factor, it is necessary to make the decision making and opinion exchange go on smoothly in the organization and to arrange a system so that anybody can take part in decision making freely and set forth opinion and suggestion for active decision making. Moreover, it is necessary to recognize the importance of human relations in the organization and to make the most use of informal meeting. When problem occurs, it is needed to form human relational organization culture that the inter-organizational boss and coworkers solve it together. Effective arrangement of office facilities and environment and more investment on office equipment are necessary. Especially something like a nursery needs to be installed and operated for female officials to be able to more concentrate on the duty. Third, concerning organizational factor, it is necessary to realize the pay considering equality with private company or teachers having a similar career to improve the level of teachers' job satisfaction. In case of promotion, an objective and fair inspection should be carried out through improvement of performance assessment system. The education and training related to duty and useful for practice should be considered and a program related to each staff's development of ability should be developed and operated. In valuation, it is necessary to administrate the administration, inspection and assessment of prize system more transcendentally and to set up fair standard of inspection on assessment and develop plans. Fourth, constant interest, system complement and arrangement of a concrete plan should be considered to improve the job satisfaction of female officials under 29 years old, elementary teachers and those with less than 5 years career who showed a low job satisfaction demographically. Lastly, the organizational administration and operation is necessary with a focus put on the importance of human relations, the factor that has the greatest effect on job satisfaction of educational administration officials. Human relations has a quite great effect on job performance raising the job satisfaction, as officials can work and accomplish in the expectation that human relations will resolve intra-organizational conflicts, enable understanding the duty of partner and having a positive viewpoint each other and let you be recognized by boss or coworkers. 본 연구는 교육행정서비스 질적 향상을 위해 교육행정업무를 담당하고 있는 대구광역시교육청 산하 일선기관의 6급 이하 교육행정직 공무원의 직무만족에 관하여 현 위치를 실증적으로 분석하고 이를 통해 향후 교육행정을 효과적으로 수행토록 하기 위한 방안을 모색하고자 진행하였다. 연구결과를 종합적으로 정리하면 다음과 같다. 첫째, 직무 요인에 대한 전반적인 인식도 조사결과 직무가 자신의 적성에 맞는가? M=3.11, 직무가 명확하게 구분되어 있는가? M=3.49, 직무의 범위가 나의 발전에 도움이 되고 있는가? M=3.10, 직무가 독창성과 전문성이 필요한가? M=2.90, 직무의 양이 적정한가? M=2.93, 직장 내에서 어느 정도 중요한 위치를 차지하고 있는가? M=3.17 등으로 나타났다. 또한, 직무와 관련된 의사결정에 쉽게 참여할 수 있는가? M=3.10, 의견이나 제안에 대해 상사 및 동료와 의견교환이 활발한 편인가? M=3.30, 의사결정시 직장 상사가 의견을 잘 수렴하는 편인가? M=3.22, 직장 내에서 상사 또는 동료로부터 인정받고 있는가? M=3.51, 직무종료 후 비공식모임에 적극 참여하려고 노력하는가? M=3.57, 직무수행 도중 문제가 발생 시 상사 및 동료가 모든 권한을 동원하여 자신을 도와주고 있는가? M=3.43, 사무실의 시설 및 환경상태가 만족스러운가? M=3.13, 사무처리에 필요한 사무기기가 잘 갖추어져 있는가? M=3.56, 휴식공간 등 후생복지시설이 잘 갖추어져 있는가? M=3.56 등으로 파악되었다. 한편 직무와 책임에 비해 보수가 적당한가? M=2.70, 동일수준의 학력과 경력을 가진 직종에 근무하는 친구나 동년배에 비해 보수가 적절한가? M=2.47, 동일수준의 경력을 가진 교사와 비교해 보수가 적절하다고 생각하는가? M=2.75, 현 직급으로 승진한 소요기간이 적정하다고 생각하는가? M=3.07, 현재의 승진제도가 공평하게 이루어지고 있는가? M=3.16, 전보발령이 공평하게 이루어지고 있는가? M=3.14, 직무와 관련해 교육을 받을 기회가 많다고 생각하는가? M=3.06, 교육훈련이 직무와 관련해 도움이 된다고 생각하는가? M=2.89, 교육훈련이 자신의 능력개발과 관련해 도움이 된다고 생각하는가? M=2.76, 제안제도 및 공로, 업적에 대한 포상제도가 적절하다고 생각하는가? M=2.65, 공로나 업적에 대한 심사가 공정하게 이루어지는가? M=2.53, 현재 운영 중인 징계제도의 양정이 공정하다고 생각하는가? M=2.94로 확인되었다. 아울러 현재 직무에 대해 보람과 긍지를 가지며 만족하는가? M=3.15, 자신의 직무가 개인의 성장과 삶의 질을 향상시키는가? M=2.98, 직무가 자신의 능력을 최대한 발휘할 수 있는 기회를 제공하는가? M=2.93, 자신이 담당하는 직무에 어느 정도 애착심을 가지고 있는가? M=3.30 등으로 분석되었다. 둘째, 직무만족 요인별 인식차이 분석결과 성별에 따라서는 역할요인, 작업환경, 보수, 승진, 교육훈련, 평가, 직무만족, 연령에 따라서는 직무범위, 역할요인, 인간관계, 작업환경, 보수, 승진, 교육훈련, 평가, 직무만족, 결혼여부에 따라서는 역할요인, 보수, 승진, 교육훈련, 평가, 직무만족, 직급에 따라서는 직무범위, 역할요인, 의사결정, 인간관계, 보수, 승진, 교육훈련, 평가, 직무만족 등에서 유의한 차이가 존재하는 것으로 확인되었다. 또한, 학력에 따라서는 직무범위, 역할요인, 승진, 평가, 근무처에 따라서는 직무범위, 역할요인, 인간관계, 보수, 승진, 평가, 직무만족, 근무경력에 따라서는 직무범위, 역할요인, 의사결정, 인간관계, 작업환경, 보수, 승진, 교육훈련, 평가, 직무만족 등에서 유의한 차이가 존재하는 것으로 분석되었다. 셋째, 직무만족에 대한 영향요인 분석결과 직무만족에 가장 큰 영향을 미치는 요인으로는 인간관계로 나타났고 다음으로는 보수, 직무만족, 역할요인, 평가, 작업환경, 교육훈련, 승진, 의사결정 순으로 확인되었다. 또한, 직무만족에 대한 유의한 영향을 미치는 독립변수 중에서 직무범위, 역할요인, 인간관계, 작업환경, 보수, 평가 등은 정(+)의 영향을 미치는 반면 의사결정, 승진, 교육훈련 등은 부(-)의 효과를 미치는 것으로 조사되었다. 따라서 이러한 연구결과를 토대로 향후 대구광역시 소재 교육행정직공무원들의 직무만족 증진 및 향상을 위한 정책적 대응방안을 제시하면 다음과 같다. 첫째, 직무 요인과 관련해 현재의 직무에 보람과 긍지를 가지고 개인의 능력을 최대한 발휘할 수 있도록 보다 현실적인 직무분담을 유도할 필요가 있고 직원 개개인의 성장과 발전에 부합할 수 있는 직무범위 설정이 반드시 필요하다. 그리고 직무에 대한 흥미 제고와 직원상호간 형평성을 고려한 직무량 조절이 이루어져야 한다. 둘째, 조직환경 요인과 관련해 조직 내 의사결정 및 의견교환이 원활하게 이루어지도록 할 필요가 있으며 조직구성원은 누구나 의사결정에 자유롭게 참여하고 의견을 개진하며 제안을 통한 의사결정이 활발하게 이루어지도록 하는 제도적 장치마련이 필요하다. 동시에 조직 내 인간관계의 중요성을 인식할 필요가 있으며 비공식모임 같은 것을 적극 활용할 필요가 있다. 또한, 문제점 발생 시 조직 내 상사 및 동료가 함께 해결해주는 인간관계적 조직문화를 형성할 필요가 있다. 그리고 사무실의 시설 및 환경에 대한 효율적인 공간배치 및 사무기기에 대한 투자가 좀 더 이루어질 필요가 있으며 특히, 여성공무원이 업무에 보다 집중할 수 있도록 조직내에 유아방 같은 것을 설치해 운영할 필요가 있다. 셋째, 조직 요인과 관련해 보수의 경우 직원들의 직무만족 수준의 향상을 위해 민간기업 및 동일수준의 경력을 가진 교사와의 형평성을 고려한 보수의 현실화가 필요할 것이며, 승진의 경우 근무성적평정제도의 개선을 통해 객관적이고 공정한 심사가 이루어질 수 있도록 해야 한다. 또한 직무와 관련되고 직무를 수행하는데 도움이 되는 교육훈련을 강구해야 할 필요가 있으며 직원 개개인의 능력개발과 관련된 프로그램을 개발하여 운용할 필요가 있다. 아울러 평가 시 포상제도의 운영 및 심사, 징계제도 등을 보다 투명하게 관리해야 하며 공로나 업적, 양정에 대한 공정한 심사기준을 정하고 방안들을 개발할 필요가 있다. 넷째, 인구통계학적 특성에서 낮은 직무만족도를 나타낸 여성공무원 및 29세 이하자, 초등학교 근무자, 5년 이하의 근무경력자 등에 대한 직무만족도를 향상시킬 수 있도록 지속적인 관심과 제도 보완 및 이에 대한 구체적인 방안마련이 강구되어야 한다. 마지막으로 교육행정직공무원의 직무만족에 가장 영향을 미치는 요인인 인간관계에 대한 중요성에 초점을 둔 조직관리 및 조직운영이 필요하다. 즉, 인간관계는 조직 내의 갈등을 해소하고 상대 업무에 대한 이해와 서로에 대한 긍정적인 시각을 지닐 수 있으며 상사나 동료로부터 인정을 받을 것이라는 기대감 속에서 일하여 성과를 이룩할 수 있어 결국에는 직무를 수행하는데 매우 큰 영향을 주게 되므로 직무에 대한 만족은 높아질 것이다.

민원행정서비스의 고객만족도 제고방안

염순욱 영남대학교 행정대학원 2009 국내석사

MA. Thesis The Proposal to Raise the Customer Satisfaction in Civil Affairs Administration Service Sun-Uk Yeom Major in General Administration, Department of Administration Graduate School of Administration, Yeungnam University (Supervised by Professor Hwan-Beom Lee) (Abstract) Greeting the 4th elected government, it is complicated, rapidly changing and uncertain era today and the age of conflict with no more major opinion. In this digital era that more emphasis is put on the speed rather than the quality of thought, the local administrative offices in most frequent contact with residents are regarded as more important. With this rapidly changing demand of the era, social and economical change of structure and the advent of pluralized society, the demand by residents of qualitative improvement of civil affairs administration service are presented much more variously than before. So far the government has made efforts developing lots of policies including legal revision, improvement of system, education and publicity concerning civil affairs administration service. Nevertheless, as national consciousness has improved, administrative environment has abruptly changed and internet has spreaded, the administration service is not yet enough to meet the desire of users. The purpose of this study was to examine the factors that have an effect on the customer satisfaction in civil affairs administration and based on it, to present the proposal to improve the customer satisfaction in civil affairs administration. This study carried out frequency analysis to analyze the collected data and crosstabulation analysis to analyze the difference according to demographical characteristics. Followings are the proposals to raise the degree of customer satisfaction in civil affairs administration. First, approach and convenience should put the utmost stress on facilities and environment like the introduction of parking fair, the expansive operation of commuting bus and the securement of various convenient facilities. Second, confidence should consider first the preceding implement of administrative procedure law, the protection of individual information and the designation of the measure in absence of responsible staff. Third, guarantee should treat importantly the senior staff disposition who has lots of administrative experience and regular education and training. Fourth, countermeasure should need the designation of civil affairs administration service charter and the active publicity of the procedure, process and content of service. Lastly, alignment should subdivide the individual interest in and position of consumer and provide the insufficient with enough information in the reflux. 석사학위논문 민원행정서비스의 고객만족도 제고방안 영남대학교 행정대학원 행정학과 일반행정전공 염 순 욱(Yeom Sun Uk) 지도교수 이 환 범 2009년 8월 일 민선 4기를 맞이하여 오늘날은 복잡하고 급변하는 불확실성의 시대로 다수의견이 존재하지 않는 갈등의 시대이며, 생각의 질보다 속도가 더 중요시되는 디지털시대에 주민과 가장 접촉을 많이 하는 일선 행정기관의 비중은 더욱 증대되었다. 이러한 급격한 변화의 시대적 요구와 더불어 사회 경제적 구조변화와 다원화 사회의 등장에 따라 주민들의 민원행정서비스의 질적 향상에 대한 요구가 과거보다 현저히 다양하게 나타나고 있다. 그 동안 정부의 민원행정서비스에 대한 법률개정, 제도개선, 교육, 홍보 등 많은 시책을 발굴하여 노력하였음에도 불구하고 국민의식 향상과 급격한 행정환경 변화, 인터넷 보급 확산 등으로 실제 민원들의 욕구를 충족시킬수 있을 만큼 봉사행정요구의 기대에 미치지 못한 것으로 나타나고 있다. 이에 본 연구에서는 민원행정서비스 만족에 영향을 미치는 요인을 규명하고 이러한 분석 결과를 토대로 민원행정서비스 고객만족을 개선하기 위한 방안을 제시하고자 한다. 본 연구에서는 수집된 자료를 분석하기 위하여 빈도분석을 하였으며, 인구통계학적 특성에 따른 차이를 분석하기 위하여 교차분석을 실시하였다. 연구결과의 문제점을 전제로 하여 민원행정서비스의 고객만족도를 제고하는 방안을 제시하면 다음과 같다. 첫째, 접근·편리성은 주차요금제 도입, 통근버스 확대 운영, 각종 편의시설 확보 등 시설 및 환경에 최대한 역점을 주어야 할 것이며 둘째, 신뢰성은 행정절차법의 선행적 이행 및 개인정보 보호, 담당자 부재시 처리방안 명문화 등을 우선적으로 고려하여야 할 것이며, 셋째, 보증성은 행정경험이 많은 상급자 인력 배치 및 정기적인 교육·훈련이 중요하며 넷째, 대응성은 민원행정서비스 헌장을 통한 명문화 규정과 서비스의 절차 및 과정, 내용에 대한 적극적인 홍보가 필수적이며 다섯째, 동조성 은 민원인에 대한 개별적인 관심과 입장을 세분화하고 미흡한 사항은 환류과정에 충분한 정보가 제공될 수 있도록 하여야 한다.

경찰권행사로서의 통고처분에 대한 연구 : 교통사고 발생시 과실있는 피해자에 대한 통고처분을 중심으로

이광우 영남대학교 행정대학원 2011 국내석사

경찰권행사로서의 통고처분에 대한 연구 -교통사고 발생시 과실있는 피해자에 대한 통고처분을 중심으로- 영남대학교 행정대학원 행정학과 경찰행정전공 이 광 우 지도교수 : 성홍재 교통사고가 발생하면 경찰에서 사고원인행위를 조사후 과실이 많은 운전자를 가해자, 과실이 적은 운전자를 피해자로 구분하고, 가해자에 대하여 통고처분이나 형사처벌을 하지만, 피해자에게는 법규위반행위가 있더라도 별다른 조치를 취하지 않고 있다. 그 결과 과실있는 피해자는 자신의 잘못을 인식하지 않게 되고, 가해자는 자신만이 잘못해서 사고를 낸 것 같은 취급을 받게 되면서 상대방의 잘못을 지적해 주지 않아 불만을 가지게 되는 등의 갈등이 생기게 된다. 그래서 법규를 위반한 피해자에게도 통고처분을 하는 방법으로 그 책임을 물어 모든 운전자들이 교통법규를 준수하도록 한다면 교통사고로 인한 갈등도 해소시키고 교통사고도 줄일 수 있을 것이라고 생각하고 본 연구를 시작하게 되었다. 먼저 제2절에서는 교통사고발생시 가해자와 피해자가 서로 상반되는 주장을 하면서 대립하는 실제 교통사고 사례를 통하여 현행 교통사고처리과정에서의 문제점을 파악하고, 제3절에서는 교통사고발생시 과실있는 피해자에 대해 경찰이 어떠한 경찰권을 행사할 수 있는지를, 제4절에서는 법적인 측면과 실제사례를 접목시켜 법규위반이 있는 피해자에게 통고처분이 가능한 지 여부를 살펴보고, 입법적 개선방안과 결론을 도출하였다. 이러한 연구로 얻은 결론은 운전자가 단순히 도로교통법을 위반하였을 때도 통고처분을 하는 도로교통법의 제정 목적 등을 고려할 때 교통사고의 피해자라고 하더라도 교통법규위반이 있었다면 통고처분을 하는 것이 법적·행정적으로 타당하다는 것이다. 그러나 이러한 경찰행정을 펼침에 있어 법률규정이 명확하지 않아 전국적으로 통일적이지 않다. 그래서 경찰행정의 통일성·명확성·예측가능성을 위해 입법론적으로 교통사고처리특례법, 도로교통법 시행규칙, 교통사고조사규칙을 개정하여 교통사고조사관이 피해자의 위반행위 등이 있는지도 조사후 위반행위가 확인될 경우에는 과실있는 피해자에 대해서도 통고처분을 할 수 있도록 하는 내용을 추가해야 한다는 것이다. 또한 경찰청에서 법규위반이 있는 피해자에 대해서도 통고처분을 하라는 명시적이고도 구체적인 지시공문을 하달하여 전국적으로 시행하도록 하는 것이 행정의 통일 및 예측가능성, 법적 안정성을 위해 의미가 있다는 것이다. 경찰이 교통사고로 인해 법규를 위반한 피해자의 위반행위에 대해 통고처분을 하는 것은, 교통사고의 피해자로 처리되더라도 교통사고를 낸 원인행위에 상당부분 작용한 것에 대해 자신의 잘못을 인식하도록 하면서, 일정부분 그 책임을 지도록 하는 것이다. 또한 이를 근거로 보험사에서도 피해자의 과실비율을 상향해서 산정하게 되고, 법정에서도 그러한 점을 참작할 수 있는 근거가 될 수 있을 것이다. 그러므로 교통사고의 원인을 제공한 사람들은 가·피해자 모두 교통사고를 낼 경우 불가항력적인 경우를 제외하고는 그에 대한 책임을 져야 되는 것으로 인식되어 교통사고의 예방에도 기여하게 될 것이다. 이러한 법집행을 통해 경찰권 발동을 둘러싼 경찰과 일반 국민 양자간의 갈등을 최소화하도록 상호 노력하고, 그러한 과정속에서 보다 더 안전한 사회를 구축하도록 하는 터전이 될 수 있을 것이다. M.A. Thesis The study on the noticed disposition as the exertion of police authority - Centered on the noticed disposition of the victim who has a fault at the time of a traffic accident - Lee Kwang-Woo Major in Police Administration, Department of Public Administration Graduate School of Public Administration, Yeungnam University (Supervised by Professor Seong Hong-Jae) Abstract When a traffic accident happens, the police examines the reason for the accident and classify those who have many faults as attackers and those who have a few faults as victims, and they do the noticed disposition or criminal penalty for the attackers, but they do not take any measures for the victims even if those victims had violations of the law. As a result, the victims that have faults do not recognize their mistakes, and the attackers are treated just like the accident happened for their faults only, and conflicts occur as they are not satisfied as they do not indicate the faults of the other party. So we thought that if we let all drivers abide by the law by asking the liability in the method of giving the noticed disposition to the victim who violates the law, the conflicts from the traffic accidents will be solved and the traffic accidents will diminish, and we came to begin this research. First in the paragraph 2, we grasped the problem of current procedure of processing traffic accidents through the actual traffic accident example where the attacker and the victim insist the mutually opposed assertions, and in paragraph 3, we find out what police authority can be executed by the police about the victims who have faults at the time of the accidents, and in paragraph 4, we grafted the law aspects with practical examples, and examined if the noticed disposition to the victim is possible and derived the lawful enhancement plan and conclusion, The conclusion of this study is that, considering the purpose of the enaction of the traffic law that do the noticed disposition when the driver simply violates the traffic law, it is lawfully and administratively rational to do the noticed disposition if he violated the traffic law even if he is a victim. But in opening this kind of police administration, the regulation of the law is not clear and varied throughout the country. So for the uniformity, clarity, and predictability, the special law of processing the traffic accidents, the execution regulation of the traffic law, the regulation on the traffic accidents, should be revised on the legislative base, and contents should be added in order to do the noticed disposition even on the victims if the police examiner confirmed the violation behavior of those victims after examining whether there were any violations of the victims. It is meaningful for the uniformity, predictability, lawful stability that the National Police send specific and concrete official document of directions to do the noticed disposition for the victims that violated the law. The noticed disposition of the violations of victims who violated the law at traffic accidents is to make the victims recognize the significant part that induced the traffic accidents even if they were victims of the accidents, and to make them liable for some part. Also based on this, the insurance company sets the fault rate increased and the court can take a reference to it as the basis. Therefore those who made the traffic accidents, for both attackers and victims, are recognized to take the responsibility for the accident except for force majeure cases, which will help prevent the traffic accidents. Through this execution of law, we should mutually make efforts to minimize the conflicts between the police and the general public surrounding the exercise of police authority, and in such a procedure it could be the base that allows to build a safer society.

행정심판제도의 개선방안에 관한 연구

권용섭 영남대학교 행정대학원 2011 국내석사

Abstract The administrative appeals system is dispute resolution procedure that one who is infringed his or her rights and interests by an administrative office's illegal and unreasonable administrative measure requests the correction to the administrative appeals commission. It is generally recognized that administrative appeals system has contributed a lot to remedy people's rights and interests from illegal and unreasonable administrative measure of government power. The administrative appeals system is operated by the administrative appeals commission. Cental Administrative Appeals Commission is considerably rational according to recent amendment of the law, but on the other hand, the Administrative Appeals Commission under City/Do has still several problems. This Study, aimed at this point, through the theoretical investigations of administrative appeals system and the Focusing on the Administrative Appeals Commission under City/Do, aims to lead the systemic problem and contribute to protecting the people's interests and increasing the administrative efficiency. According to the study results of this thesis performed with these methods, as there is a tendency to focus on the administrative efficiency or public interests rather than the individual interests, systemic amendment is needed urgently like as follows : First, it is requested that an applicant can access the data associated with the application without difficulty. Second, it is necessary to establish the third independent organization from the administrative appeal(abolition of administrative appeals commission in city and province, organization’s expansion of central administrative appeals commission) Third, it is desirable that operation of city and province commissions transfer to central administrative appeals commission so as to reduce extreme deviation of administrative appeal’s using rate in city and province Finally, the expansion of working level employees in Administrative Appeals Commission under City/Do and the expertise utility factor of working level civic servants administrative measure department are necessary to enhance the adequacy of personnel management.

市民參與 提高를 爲한 公報行政에 關한 硏究 : 大邱直轄市 行政을 中心으로

배상갑 영남대학교 행정대학원 1992 국내석사

大學行政職員의 職務滿足度에 관한 硏究

崔正煥 영남대학교 행정대학원 2002 국내석사

The purpose of this dissertation is to examine their office satisfaction through practical analyses about office satisfaction of the administrative faculties working in the field of administrative affairs at colleges and office satisfaction from differences among their individual conditions, and suggest efficient programs for improving their office satisfaction, This paper conducted a questionnaire survey of administrative faculties ranging from the ninth grade to the fourth grade in 9 private colleges in Daegu city and North Kyungsang Province and made a practical analysis about their office satisfaction using 156 recovery questionnaires from them as basic materials. There can be many factors that can influence their office satisfaction, but the questionnaire survey consists of 27 questions about 6 items such as wages, promotion, personal relations, affairs, welfare systems, and position security. Five personal conditions such as grades, academic backgrounds, sexes, the length of service, and ages are set up, on the assumption that there can be considerable differences of office satisfaction according to personal conditions. The similarities to a population from recovery materials were inspected by the SPSS Program of a statistical package in the field of social science to analyze the satisfaction according to each factor. The results from office satisfaction of administrative faculties at private colleges and its improvement programs are as follows: First, their satisfaction with wages was considerably low, and its whole mean of all faculties was 2.71. Especially they feel that their wages are lower than ones at other colleges and it was shown that the appropriateness of an overtime allowance is 2.40, and the appropriateness of wages for a living was 2.64. Accordingly, as a positive countermeasure for keeping proper wages requires, wages should be rationally controlled up to maintain the proper balance among colleges within the financial range that they can allow to provide. Also, the kind and number of an allowance should rationally controlled, and administrative faculties should be given practical benefits by controlling rational wage systems and running them. Second, the whole mean of satisfaction with promotion was 2.65 and generally lower than that of wages, and in contrast to it, there are relatively many efforts made for being promoted comparing satisfaction with promotion, which means that administrative employees at colleges are much interested in their promotion. The promotion in the organization such as colleges having strongly conservative and bureaucratic features can be an important factor in satisfaction with official work, and first of all, the authorities of colleges should make an effort to solve the accumulation of personnel management and to lower employees' complaints about their promotion by managing promotion systems fairly and rationally. Third, the whole mean of satisfaction with personal relations was high showing 3.27 but especially the result of personal relations with students and professors was satisfactory showing 3.56, which means that employees at colleges feel a sense of closeness to their colleagues because of their characteristic organization while they feel a sense of connecting to students and professors. Accordingly, a decision-maker should positively and practically consider their relations with college's employees to enforce a decision- making and its belief much more faithfully, with college's administration. Satisfaction with work was relatively low showing 3.11 for other factors. Because of college organization's strongly conservative features, the education and proposal systems for higher officers and supervisors should rationally be operated to keep active communication between constituent members. Fourth, the whole mean of satisfaction with factors related with service was high showing 3.17 but satisfaction with factors such as the number of employees and the amount of service was very low, which means that in case of connecting their restructure as a program of rational management, when there is much work to do for the number of employees, it is difficult for them to carry their duties at such situation. Such restructure can make a retrenchment in the budget within a short time but has difficulty in planing long-term development and managing meaningful administration. First of all, the amount of duties to lower grade's employees should properly be controlled by applying all kinds of programs such as personnel replacement and training systems suitable for an aptitude, switching jobs, and transference, and also establishing service systems, service analyses and evaluation rationally. Fifth, the whole mean of satisfaction related with welfare systems was generally satisfactory showing 3.02, but satisfaction related with leave and award systems was lower showing 2.80. Incentive systems needed to activate effective administration by receiving each department's monthly plan, project in the future should be introduced. Sixth, the whole mean of satisfaction related with position security was generally nsatisfactory showing 2.74, but the need for the labor union was very high showing 2.15. They feel keenly the necessity of the union in that it can help improve working conditions, welfare systems, and protection of their interests through negotiations with managers. Accordingly, now we should require new examination of three rights to labor in a broad point of view. As mentioned above, a variety of programs for improving office satisfaction of administrative employees at private colleges require being improved in many fields, and we should also make a further effort of active and well-organized studies for reconsidering office satisfaction of administrative employees at private colleges and securing effective administration of colleges.

문화예술단체의 지원 효율화를 위한 행정조직의 대응성 개선방안에 관한 연구

문차숙 영남대학교 행정대학원 2013 국내석사

M. A. Thesis The Study on Improvement of Responsiveness for Local Government Organization related to the Effective Support for Cultural Arts Institutions - In Case of Gyeongbuk Province - Moon, Cha Sook Department of Local Administration Graduate School of Public Administration Yeungnam University in Daegu, Korea (Supervised by Professor Hwan-Beom Lee) Abstract The more developed countries are highly interested in culture and art, culture and art are also developed along with economic development of the country. In modern times, the culture and arts could create any economic added values, also economic roles that are in charge of some of the economic indicators are larger than ever. In other words, culture and art are becoming the major axis of the industry. The national prestige was enhanced through Kim Yu Na, Son Yeon Jae players won a prize in a variety of world competition, besides the image of South Korea was also improved internationally by musical activities of idol singer and singer PSY, poet Go Eun nominated for the Nobel Prize in Literature and the novelist Shin Kyung Suk’s literary works. These all have created the enormous economic performance. Currently, suicide of youth, sexual violence, running away from home have been becoming youth problems in society. The solution could be found in the cultural and artistic fields. In other words, humane education will be conducted through cultural and artistic activities and the frustration element will be eliminated by satisfying one’s desire. In this reason, each local government, social organizations, educational institutions are strengthening the cultural and artistic activities. Under this background, this study was conducted for the improvement of responsiveness by cultural arts departments of local governments in order to efficiently support the cultural arts institutions. That is to check how organizational cultures impact on culture and art business, and to analyze what an appropriate administrative culture is. In addition, in order to strengthen the capacity of culture and art of administrative organizations, the operation of an administrative organization was analyzed in depth such as organization, personnel management suitable for business promotion of culture and arts. Through this, an administrative organization has established a more responsive support system in order to effectively promote the policy of culture and art in administrative organization. In order to achieve the objectives of these studies, in mainly Gyeongbuk province the study checked the operation situation of departments in charge of culture-arts administration and interviews were conducted for artists and 64 civil servants. It confirmed the three methods for promotion of culture and arts on the basis of the results of the study. In other words, the choice of culture type suitable for culture and art, the efficient operation of administrative organization, the construction of a cooperation network for the advancement of culture and art. Details of the three schemes are as follows. First is to determine the type of organizational culture suitable for the culture and art. Through the findings of interviews, culture of innovation is most appropriate to public officials and artists. And the opinions are also a lot presented that two cultures - reasonable culture and innovative culture - need to be together in harmony. It is not unrelated to the characteristics of cultural artists that innovative culture is most appropriate. In other words, when considering their hate of regulations and interference, the characteristics of preferring creativity and voluntary activities, innovative culture pursuing ideals, challenging, adventure, reform is most appropriate On the other hand, to be required reasonable culture along with the innovative culture indicates that the needs complementing the pursuit of unreality or long-term characteristics that innovative cultures have are raised. In other words, the supplement is needed that productivity, efficiency, planning with the meaning of rationality should have an element of realism meaning management and performance. As a result, administrative organization in charge of culture and art can promote a effective policy by actively supporting the rational culture with a flexible adaptability to the environmental changes on the basis of the innovative culture which is emphasizing the creativity and autonomy. The second is the efficiency of the administrative organization. As a result of carrying out the interview to target artists, civil servants, five issues that should be resolved most urgently in order to improve the performance of culture and art business are investigated in the following order : expansion(investment) of support to basic art, the lack of expertise in person, improvement of organizational culture, budget shortfall, shortage of manpower These are indicating the current problems that are located in cultural and artistic operation. To resolve these, first, it is necessary to establish, remodel and adjust a new agency in charge of the business of culture and art in case of a personnel and organization In other words, you can set up a foundation that is able to promote the vast business of culture and arts, or each organization could be in charge separately by distinguishing the work of culture and art between of the industrial aspects and of its own. And appropriate human resources supplementation should be made such as the top talent placed and increasing the number of outside experts. And the appropriate budget is required to secure. Budget of culture and art in charge of the business of culture and arts of Gyeongbuk Province in 2011 is only 0.8% of Gyeongbuk Province general account budget. With the low-budget like this, it is hard to promote the cultural and artistic projects of high level, also it is not possible to strengthen the basis of culture and art. Furthermore, low budget is not invested in the field of basic art but used in visual and pretending event. Each local government holds ​​similar festivals annually with controversial budget waste and effectiveness. That could not be irrelevant. And the members of cultural arts institutions and cultural arts organizations must broaden understanding of each other. In many cases there are conflicts with not forming a relationship of mutual trust with each other - in the characteristics between public servants emphasizing management, regulation, performance and artists with an emphasis on emotion, changes. By recognizing the expertise of each other and understanding the unique characteristics, they must be able to understand a wide range of each other. Third, it is necessary to build a cooperative network for the advancement of cultural arts. Compared to foreign countries, the support of private sector such as private and enterprises etc is not sufficient. Our local governments not only focuss on the role of allocating the budget of the central government to private institutions but also have insufficient construction of cooperative networks and donations collected. The promotion of culture and arts will be carried out if local governments, cultural arts organizations and the private sector should form a partnership to cooperate on the basis of the information and ability that each other holds. At the present time when social, economic, educational roles of culture and art are increasing, it is possible that not only development of local culture and art can become a step further but also national development through cultural prosperity is expected to move forward earlier if the improvement plans are settled.

전문직 은퇴노인의 자원봉사활동에 관한 연구

김철수 영남대학교 행정대학원 2009 국내석사

본 연구의 목적은 우리사회에서 노인자원봉사활동이 한층 더 활성화되기 위해서는 전문직에서 은퇴한 노인들이 주도적 역할을 해야 한다는 인식하에 이들의 은퇴 후 생활실태, 자원봉사 참여실태 및 활성화 방안 등에 관한 조사연구를 통하여 향후 자원봉사활동 프로그램의 개발 방향과 활성화 방안을 제시하는데 있다. 조사대상은 대구광역시 시립도서관 평생교육강좌 이용자 및 노인복지시설 등 현장에서 봉사활동을 하고 있는 노인 241명을 대상으로 2009년 3월 16일에서 4월 26일까지 설문지를 통해 자료를 수집하였으며, 자료 분석은 SPSS 14.0 프로그램을 이용하여 빈도분석과 교차분석(x²)을 실시하였다. 본 연구의 연구결과는 다음과 같다. 첫째, 전문직 은퇴노인의 생활실태는 대부분 고령임에도 불구하고 건강상태가 양호하고, 경제적인 면에서도 별 어려움을 겪지 않고 있으며, 은퇴 후 현재생활에 대체로 만족하고 있는 것으로 조사되어 퇴직금이나 연금제도로 인한 안정된 노후 생활을 보내고 있는 것으로 나타났다. 둘째, 자원봉사 참여실태에서는 자원봉사 경험자가 33.2%로 미경험자보다 높게 나타났으며, 전문직 은퇴노인들은 단순 노력봉사보다는 자신의 지식과 경험을 살릴 수 있는 분야에서 활동할 때 더 적극적으로 참여하며 보람도 느끼는 것으로 나타났다. 그러나 미 참여 이유로 ‘참여 방법을 몰라서’와 ‘관심이 없어서’가 비교적 높게 조사되어 이들에 대한 자원봉사활동 교육과 홍보활동 강화, 그리고 무엇보다 적극적으로 참여하고자 하는 은퇴노인 스스로의 의식전환이 필요한 것으로 나타났다. 셋째, 자원봉사 활성화 방안에서 자원봉사활동 개선과제로는 체계적인 관리와 보상제도 도입, 프로그램의 다양화, 노인의 사회참여 확대방안 강구 등이 필요한 것으로 나타났으며, 자원봉사활동을 촉진시킬 매개역할 기관에서는 행정기관이 가장 높게 나타났다. 따라서 전문직 은퇴노인들은 자원봉사 활동이 활성화되기 위해서는 정부와 자치단체 등 행정기관의 관심과 지원이 중요한 것으로 인식하고 있음을 보여주고 있다. 대체로 전문직 은퇴노인들은 자원봉사활동을 통해서 자신의 여가생활을 보람 있게 보내려고 하는 목적의식과 지역사회에 기여하고 싶어 하는 책임의식을 가지고 있었다. 이는 그 동안 쌓아온 지식과 경험을 활용하여 관심분야에 참여함으로써 자아실현은 물론 연장자로서 지역사회에 강한 자부심과 소속감을 가지고 있는 것으로 보여 진다. 본 연구는 전문직 은퇴노인의 자원봉사활동 활성화를 통해 자원봉사의 수준과 질을 높이고 지역사회 지도급 인사들의 참여를 유도할 수 있는 기초 자료를 제공할 수 있다는 점에서 그 의의가 있다. 향후 본 연구가 자원봉사활동의 유용한 자료로 활용되어 자원봉사활동이 좀 더 체계적이고 사회적 여건이 조성되어 전문직 은퇴노인 개인적 차원에서는 자원봉사활동을 통해 삶의 질을 향상 시키고, 사회적 차원에서는 이들의 잠재력을 사회발전을 위해 이끌어낼 수 있는 방안이 지속적으로 강구되어야 할 것이다. This thesis is to present the program development direction and its activating plan for the volunteering activity of the retired professional elders by carrying out a research on their living condition and volunteering activity. It is indispensible for the retired professional elders to play a leading role in order to revitalize the elders' volunteering activity. The study object is 241 elders who are volunteers at Elders Welfare Center and other places, and the participants of Life-long Education Lectures of the Municipal Libraries in Daegu City. The data material is collected by the questionnaire from March 16, 2009 to April 26, 2009. The data analysis is carried out by SPSS(ver. 14.0), and frequency analysis and cross table analysis(chi-square test) is performed. The results of this study are as follows. Firstly, it is proved out that the retired professional elders lead a stable living and enjoy their old age with their old age pension and retirement account. In spite of their old age, they are in good health, do not have economical difficulties, and they are satisfied with their current lives after retirement. Secondly, the experienced elders in volunteer work is 33.2%. This percentage is higher than that of inexperienced elders. When they take volunteering work in place where they can utilize their own knowledge and experience, not in place where they just give their effort, they take part in the volunteering work more actively, and feel some achievements. However, the reasons of not taking part in volunteering work like Not Knowing How, No Concern are shown highly comparatively. It means that it is necessary to increase activities of publicity and to make them exposed at a lot of information on the volunteering work. The most important thing is that they should change their way of thinking by themselves to the active participation in volunteering work. Thirdly, for revitalizing the volunteering work, some improving tasks are needed such as systemic control and introduction of reward system, diversification of the program, plan for increasement of elders' social participation, information on the volunteering work and its related knowledge. And it is shown highly that the intermediate role, concern and support of the administrative organizations in government and local community is important so that the volunteering work of retired professional elders may be activated. This study has a significant meaning in that it provides basic materials which can heighten the level and quality of the volunteering work by revitalizing the volunteering activities of the retired professional elders, and can induct the leading figures of local community into participation on the work. Afterwards, this study is supposed to be a useful material for the studies which is helpful to make the social surroundings systemically in participating in the volunteering work, and to heighten the quality of life of the retired professional elders through the volunteering work, and to draw their great potentials for the development of the whole society.

행정법상 재량행위의 통제

이진영 영남대학교 행정대학원 2004 국내석사