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소방행정서비스 품질에 대한 주민만족도가 조직이미지에 미치는 영향

The Effects of Citizen Satisfaction of Fire Station’s Service Quality on Organizational Image

안치순
한국비교정부학회 (The Korean Association For Comparative Government)|2016.09|한국비교정부학보 (Korean Comparative Government Review)|제20권 제3호|pp. 1-26|DOI 10.18397/kcgr.2016.20.3.1

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참고문헌

키워드

Service Quality서비스품질SERVQUAL소방행정주민만족도Citizen Satisfaction조직이미지Organizational ImageFire Station
주제분류행정학

초록

The purpose of this study was to evaluate the citizen satisfaction of fire station’s service quality using the SERVQUAL and examine the effect of citizen satisfaction of fire station’s service quality on organizational image. For this purpose, self-report questionnaires were developed to measure all the variables in the research model, which was distributed to 200 residents in the jurisdictions of the Gangwon-do Fire Department. And a total of 179 usable questionnaires were processed using SPSS Win(ver 22.0). The results of this study are as followed. First, it showed that empathy(β=.406) out of 5 service quality factors had the highest effect on citizen satisfaction followed by tangibles(β=.286), reliability(β=.093). But competence and assurance out of 5 service quality factors did not show up statistically significant effect. Second, it showed that citizen satisfaction of fire station’s service quality had a great effect on organizational image(β=.674). The results of this research revealed that firstly, the application of SERVQUAL in fire station’s service can be an important means to improve fire station’s service quality and citizen satisfaction. Secondly, examining the causal relationship between citizen satisfaction of fire station’s service quality and organizational image can be an useful policy basis to realize a customer-oriented ideology and establish an good image of fire administration organization from citizen.

Abstract

The purpose of this study was to evaluate the citizen satisfaction of fire station’s service quality using the SERVQUAL and examine the effect of citizen satisfaction of fire station’s service quality on organizational image. For this purpose, self-report questionnaires were developed to measure all the variables in the research model, which was distributed to 200 residents in the jurisdictions of the Gangwon-do Fire Department. And a total of 179 usable questionnaires were processed using SPSS Win(ver 22.0). The results of this study are as followed. First, it showed that empathy(β=.406) out of 5 service quality factors had the highest effect on citizen satisfaction followed by tangibles(β=.286), reliability(β=.093). But competence and assurance out of 5 service quality factors did not show up statistically significant effect. Second, it showed that citizen satisfaction of fire station’s service quality had a great effect on organizational image(β=.674). The results of this research revealed that firstly, the application of SERVQUAL in fire station’s service can be an important means to improve fire station’s service quality and citizen satisfaction. Secondly, examining the causal relationship between citizen satisfaction of fire station’s service quality and organizational image can be an useful policy basis to realize a customer-oriented ideology and establish an good image of fire administration organization from citizen.

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