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고객만족도 조사, 분석(An analysis of customer satisfaction index) : 우수사례 분석을 중심으로(Focusing on the best practices)

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Frame of Image  내용에 대 한 소개는 있었지만 만족도 조사결과와 직접적으로 연결하려는 시도 는 없었습니다. 이에 본 연구는 만족도 조사결과 우수한 기관들의 정 책에 대한 성공원인이나 서비스에 대한 성공사유를 파악하고 분석하 여 여타 기관들에게 전파하고자 하였습니다. 즉 2005년도 만족도 조사 항목 결과가 높게 나타난 주요정책과 기관들의 서비스 항목들을 조사 항목과 연결시켜 설명하고자 하였습니다. 물론 단년도 조사결과로 원 인결과 분석을 통한 성공요인을 단정적으로 도출하기는 어렵겠지만 이는 지속적인 연구의 시작이며 실무진들이나 학계의 여러 분들에게 귀중한 아이디어와 자료를 제공하게 되기를 바랍니다. 끝으로 이 연구를 책임지고 수행한 홍재환 박사와 함종석 연구원 그리고 연구 수행과정에서 자문과 조언을 아낌없이 주신 학계 및 관 련 공직자 여러분들께 진심으로 감사를 드립니다.
2006년 12월 韓國行政硏究 院長 鄭用德
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차례
제 1장 서 론 ············································································ 1
제1절 연구의 배경 및 목적 ······················································· 1 제2절 연구방법 및 내용 ····························································· 3
제 2장 주요정책 우수사례 분석 ········································· 7
제1절 미래 성장원천 확충(과학기술부) ·································· 7 1. 생명, 나노, 우주 등 미래전략분야 핵심원천기술 개발 ········ 7 2. 기초연구 강화로 세계 10위권의 기초연구 경쟁력 확보 ····· 11 3. 만족도 조사결과 비교 ························································· 16
제2절 통신, 전파방송서비스 고도화(정보통신부) ··············· 24 1. 8대 통신서비스 도입 및 활성화 ········································· 24 2. 통신·전파방송 규제 개선 및 이용기반 조성 ······················ 29 3. 만족도 조사결과 비교 ························································· 32
제3절 국민의 건강과 안전보장(보건복지부) ························ 42 1. 체계적인 건강증진사업을 통한 국민건강수준 제고 ··········· 42 2. 전염병 및 암 등 주요 질병에 대한 국가관리 강화 ··········· 46 3. 건강보험의 보장성 강화를 통하여 환자의 부담 경감 ······· 50
ii
4. 만족도 조사결과 비교 ························································· 52
제4절 깨끗하고 안전한 해


Full Text
Title 고객만족도 조사, 분석(An analysis of customer satisfaction index)
Similar Titles
Sub Title

우수사례 분석을 중심으로(Focusing on the best practices)

Material Type Reports
Author(Korean)

홍재환

Publisher

서울:한국행정연구원

Date 2006-12
Pages 242
Subject Country South Korea(Asia and Pacific)
Language Korean
File Type Documents
Original Format pdf
Subject Government and Law < Public Administration
Holding 한국행정연구원

Abstract

This study was conducted as a case study to determine the best practices in government policies and services for the dissemination of those practices to other ministries and agencies in the government. The five best practices in policies and services are selected based on the scores of the customer satisfaction indices compiled in 2005. The five major policies which scored the highest in the satisfaction indices are "the expansion of future growth base" of the Ministry of Science and Technology, "upgrade of the communication and electronic wave broadcasting service" of the Ministry of Information and Communication, "security of the public health and safety" of the Ministry of Health and Welfare, "establishment of clean and safe maritime environment" of the Ministry of Maritime Affairs and Fisheries, "improvement of women's rights through the reduction of sex trafficking, etc." of the Ministry of Gender Equality and Family. The five government agencies which scored the highest in the customer satisfaction indices are Korea Meteorological Administration, Korea Customs Service, Rural Development Administration, National Emergency Management Agency, and Small and Medium Business Administration.
Based on the analysis, it appears that most policies received a higher score from the professional group and the internal customers, i.e. public employees in the related areas than from the general public. This seems to be largely due to the high degree of difficulty and specialization of the policies which concern the interest of the general public to a lesser degree. "The improvement of women's rights through the reduction of sex trafficking, etc." of the Ministry of Gender Equality and Family is the exception of the general trend. It is very difficult to draw a common thread from the various policies in different Ministries. It is the publicity and the dissemination of information regarding the policies that is most important in terms of garnering the higher scores in the survey. But it is difficult to say that the policies which scored highest in the survey are necessarily the best policies.
The five institutions with the highest satisfaction scores introduced and intensified several service items such as reducing the time frame of civil services, introducing the shot message service(SMS), and the installation of convenient resting areas for the customers. Almost all the institutions have similar service items but the real difference comes from the service attitude and behavior of the public employees. It is the service attitude and
behavior of the government employees that has the most critical influence on the level of customer satisfaction.
In spite of the limitation that the study is based on a one-year survey, this research opens the door for the further analysis and study of the results of the customer satisfaction survey in the public sector.