2005년도 기관행정이용자 만족도 조사 분석 = An Analytic Research on the Public Administrative Customer Satisfaction Survey

다국어 초록 (Multilingual Abstract)

The public administrative customer satisfaction survey is one of the evaluations concluded by Office for Government Policy Coordination and Committee of Policy Evaluation. The current customer satisfaction model for the civil affair service in Korea has its own limitation by only measuring the civil affair service in the government. To overcome such a limitation in 2003, the new model of customer satisfaction survey was applied to 16 government agencies.
Because the new model has tried to reflect various government services and their different major customers, it has been improved in 2004. For example, dimensions of service quality and some of questionaries were modified. And population and sample of survey were improved.
From this year The Korean Overseas Information Service, National Youth Commission, The Ombudsman of Korea are added, the sample of each agency is 130 and the total number of sample is 2,470. The survey results show us that the average satisfaction level is 74.1 which is slightly higher than that of last year. Since the survey show that the satisfaction degree from many agencies has been improved, this survey may contribute to government innovation.