지적행정서비스의 질 향상에 관한 연구 = A Study on the Improvement of Cadastral Administrative Service Quality

다국어 초록 (Multilingual Abstract)

The people demand that the government offer the administration service of better quality. The administrative environments are changing very fast. To cape with such conditions efficiently, the government is trying to computerize the cadastral administration service by reforming the guidelines for the related civil affairs.
The main object of the study is to measure the level of customers' satisfaction for the quality of the cadastral administrative service. The survey questionnaire is based on the SERVQUAL model.
The research was carried out in four steps. Details are as follows.
First, the concept and characteristics of the SERBVQUAL model have been examined.
Secondly, the concept of administrative and model administrative service quality has been examined.
Third, based on these, structural factor of a cadastral administrative service and model of measurement has been drawn.
Fourth, based on the structural factor and model of measurement, the quality of a cadastral administrative service is evaluated.
The questionnaries were given to 360 citizens of Sang Dang Ku, Heung Deok Gu and Chong Won Gun's Offices, who experienced the cadastral administrative service. And 334 acceptibly answered questionnaries were collected.
Correlation, factor, and regression analysis were performed on the collected data.
1. Main factors of the cadastral administrative service are tangibility, reliability, responsiveness, competence and accessibility. These factors are correlated with customer's satisfaction for the cadastral administrative service.
2. Results of the factor analysis are different by each office. But the public officials' ability, the elementary environments of the related service office and the convenience in use are common factors to decide the quality of the service.
3. The effects of factors mentioned above are various. The officials' ability, the elementary environments and the convenience are essential for the improvement of the service quality but the waiting time for the service has little effect.
On the basis of the above, several methods are suggested to improve the cadastral administrative service quality :
1. Set clearly the standards of the cadastral administrative service quality. And try to reach the level of the cadastral administrative service quality.
2. Public officials in charge should be educated continuously, because the most important factor to have effect on the service quality is their ability and attitude for the service, not any external aspect.
3. In aspect of service, by changing the old-fashioned attitude of public officials, the administration service of civil affairs would be better.
After computerizing the related information, documents on various civil affairs, such as land terriers, forestry and cadastral maps, etc, should be utilizable for citizens through vending machines or and other automated systems.

목차 (Table of Contents)

• 목차
• 제1장 서론 = 1
• 제1절 연구의 배경 및 목적 = 1
• 제2절 연구의 방법 및 범위 = 2
• 1. 연구의 방법 = 2
• 2. 연구의 범위 =3
• 제2장 지적행정서비스의 측정이론 = 6
• 제1절 서비스 질과 SERVQUAL = 6
• 1. 서비스 질의 개념 = 6
• 2. SERVQUAL의 개념 및 구성요인 = 8
• 3. 서비스의 질의 측정 = 14
• 4. 선행연구 검토 = 18
• 제2절 지적행정서비스의 질 = 22
• 1. 지적행정의 본질 = 22
• 2. 지적행정서비스의 의의 = 30
• 3. 차원구성을 위한 논의 = 32
• 4. 지적행정서비스의 질 향상과정 = 38
• 제3장 조사설계 = 45
• 제1절 분석의 틀 및 측정도구 = 45
• 1. 의의 = 45
• 2. 평가모형 = 46
• 3. 측정도구 및 설문의 구성 = 47
• 제2절 자료수집 및 분석방법 = 55
• 1. 자료수집 = 55
• 2. 분석방법 = 56
• 제4장 실증분석 = 59
• 제1절 기초통계 및 신뢰도 분석 = 59
• 1. 기초통계 분석 = 59
• 2. 신뢰도 분석 = 61
• 제2절 상관관계 분석 = 64
• 1. 상당구청 = 64
• 2. 흥덕구청 = 66
• 3. 청원군청 = 69
• 제3절 요인구조 분석 = 73
• 1. 상당구청 = 73
• 2. 흥덕구청 = 76
• 3. 청원군청 = 79
• 제4절 영향력 분석 = 82
• 1. 상당구청 = 82
• 2. 흥덕구청 = 85
• 3. 청원군청 = 88
• 제5장 결론 = 92
• 참고문헌 = 96
• ABSTRACT = 104
• <부록> 설문지 = 107