행정서비스 종합대책의 구상(II) - 행정서비스에 대한 고객만족도 평가 = Planning Comprehensive Strategy for Better Public Service (II) : Survey Result on the Public Customer Satisfaction

다국어 초록 (Multilingual Abstract)

With the demand of democratization, the new economic order under the WTO system and the support of IMF, the government of Korea is meeting new challenges. The environmental change surrounding public administration demands most of all setting up new administrative system by replacing authoritative administrative behavior with customer-oriented government To build new administrative system of customer-oriented government, government needs to set up competitive administrative system by accessing government services and compare them with each other. Under these circumstances, this research report is about public customer satisfaction index(PCSI) on public service, while presenting survey results of PCSI, as well as ways of utilizing it for better government services.
Customer satisfaction on public service is comprised with the following 7 factors of accessibility and availability of service, convenience, speed and correctness, pleasantness, responsiveness, equity, and feedback. In this study of customer satisfaction on public service. 37 departments and agencies services have been examined. Survey on individuals, who have experiences of contacting government departments and agencies between June 1996 and May 1997, has been performed in 20 July - 20 April 1997.
To measure the degree of customer satisfaction on each agency, this study gives different weights on the comprising factors of PCSI by analyzing the importance of each factor in deciding overall customer satisfaction. To compare the degree of customer satisfaction among the agencies, this study classified agencies with two or three similar characteristics.
According to this study, among the factors of PCSI on government services, customer satisfaction depends mostly on feedback, and speed/correctness and so on. while pleasantness has no importance at all. This kind of differences in weight among the factors indicates that governments need to improve the dimension of feedback, speed/correctness, responsiveness and so on.
The average of customer satisfaction on central government services is “51 out of 100 or just ”average-level”. This degree of average-level customer satisfaction is quite similar to that of high-level local government and other central government agencies, while worse than that of private enterprises. This study also indicates that to set up new system of competitive service provision, the system of surveying customer satisfaction needs to be improved in terms of methodology