공무원 서비스교육훈련이 교육만족과 민원행정서비스품질에 미치는 영향 = (The) influence of service education-training on education satisfaction and civil service quality

다국어 초록 (Multilingual Abstract)

This study aims to verify the influence of service education-training on education satisfaction and civil service quality. This study carried out side by side documentary study and empirical study. For the theoretical background, this study considers civil service, service quality, service education-training.
Based on references and prior studies, three hypotheses were formulated to verify the following influences: H1: "The factor of service education-training will have an significant influence on the satisfaction of service education-training," H2: "The satisfaction of service education -training will have an significant influence on the civil service quality," and H3: "The factor of service education-training will have an significant influence on the civil service quality."
The subjects of this study were public servant which is in charge of civil service in J Province.
To analyze withdrew data, Frequency analysis was conducted to grasp the whole tendency of data, Factor analysis was used to find out the reliability and validity, and Multiple regression was used to find out the relationship between the factor of service education-training and the satisfaction of service education-training, and between the factor of service education-training and the civil service quality.
Hypotheses of this study were almost accepted(p＜.05). Through the verification of hypothesis, the effects of service education-training are depend on high quality educator, positive attitude of trainee and systematic design of curriculum.
The limitation of this study is that some subjective views of researcher entered into this research. For example, the constituent of service quality such as tangibles, reliability, responsiveness, assurance and empathy were subjectively changed into civil service quality such as mental attitude, kindness, responsiveness and reliability, which was not still verified. Second, samples for the practical analysis was limited to J Province. As the result, the data of research were not able to generalized into the whole public servant's opinion of Korea.
Despite these limits, the meaning of this study was to develope new approach method on the constituent of civil service quality. And this study presented the direction of service education-training by showing public servant's application to civil service after service education-training.

목차 (Table of Contents)

• 目次 = ⅰ
• 제1장 서론 = 1
• 제1절 문제의 제기 = 1
• 제2절 연구의 목적 = 5
• 제3절 연구의 범위 및 방법 = 6
• 제2장 이론적 고찰 = 10
• 제1절 민원행정서비스에 관한 고찰 = 10
• 1. 민윈행정의 개념 = 11
• 2. 민윈행정과 서비스의 접목 = 14
• 3. 민원행정서비스의 속성과 특징 = 18
• 제2절 서비스 품질에 관한 고찰 = 25
• 1. 서비스 품질의 개념 = 25
• 2. 서비스 품질의 구성 = 31
• 3. 서비스 품질의 선행연구 = 35
• 제3절 서비스교육훈련에 관한 고찰 = 54
• 1. 서비스교육훈련의 개념 및 필요성 = 54
• 2. 서비스교육훈련 시스템 = 67
• 3. 서비스교육훈련과 교육만족과의 관계 = 79
• 4. 서비스교육훈련과 민원행정서비스품질과의 관계 = 86
• 제3장 조사설계 = 97
• 제1절 연구모형의 설계와 가설의 설정 = 97
• 1. 연구모형의 설계 = 97
• 2. 가설의 설정 = 98
• 제2절 조사목적 및 방법 = 101
• 1. 조사목적 = 101
• 2. 표본의 선정 및 자료수집 = 101
• 제3절 설문지 구성과 조작적 정의 = 103
• 1. 설문지의 구성 = 103
• 2. 조작적 정의 = 106
• 3. 자료분석방법 = 109
• 제4장 실증분석 = 111
• 제1절 결과분석 = 111
• 1. 인구통계적사항 = 111
• 2. 요인분석 결과 = 113
• 제2절 가설검증 = 119
• 1. 가설 1검증 = 119
• 2. 가설 2검증 = 121
• 3. 가설 3검증 = 135
• 제5장 결론 = 132
• 제1절 연구결과의 해석 및 요약 = 133
• 제2절 연구의 한계점 및 제언 = 139
• 〈설문서〉 = 141
• 참고문헌 = 146
• ABSTRACT = 157