민원행정서비스 고객만족도에 관한 연구 : 충남 부여군을 중심으로

다국어 초록 (Multilingual Abstract)

This study analyzes administrative service level to satisfy the residents with Buyeo-gun and investigates the degree of service satisfaction felt by the residents through visiting Buyeo-gun Offices. This study used the same satisfaction scales to measure the administrative service of Buyeo-gun as that used to measure governmental administrative services by the Korea Administrative Research Institute. Those scales to measure the satisfaction of administrative services by Buyeo-gun are composed of 27 item in 6 categories.
Each question consists of five point scale by Likert, where one point is denial of the contents actively and five point agree to the item strongly. Response without active denial or agreement belong to 2 ～4 points. The six categories composing those scales are accessibility and availability of service, convenience, speed and correctness, pleasantness, and responsiveness, feedback and equity.
In this study, it was analyzed as a result of measuring satisfaction of administrative service by Buyeo-gun that they were generally satisfied with the service, but the pleasantness and responsiveness and feedback were insufficient. Buyeo-gun must examine and improve the problems in each service and especially it must make efforts to give them administrative service of high quality by kind service and administration.
Followings are the proposals to raise the degree of customer satisfaction in civil affairs administration. First, the perception of Buyeo-gun officials in the customer-centric consciousness and attitudes must be switched. Second, the adoption of civic assessment system of administrative service is needed. Third, Buyeo-gun should improve the quality of the education and training system to the officials for good administrative environment.

목차 (Table of Contents)

• Ⅰ. 서 론
• Ⅱ. 민원행정서비스에 대한 이론적 고찰
• Ⅲ. 민원행정서비스 고객만족도 조사 및 결과 분석
• Ⅳ. 민원행정서비스 고객만족도 제고방안
• Ⅴ. 결 론
• 참고문헌
• Abstract