민원인의 사회경제적 특성이 민원행정서비스 만족도에 미치는 영향

Abstract

Local governments have been interested in enhancing the residents satisfaction on the administrative services provided as the residents' expectations of these services rise. Since most of the local administrative services are composed of human services, the service satisfaction evaluated by the residents is an important means for local administrative agencies to improve the responsibility and efficiency of their works. Until now, most of the studies on this subject deal with the relationship between whole civil appealers and their satisfaction on the local administrative services. On the contrary, this study focuses on the relationship between socioeconomic characteristics of civil appealers and the degree of satisfaction of civil administrative services evaluated by them. To accomplish this object, binary logit model was adopted which is one of the most widely used probability choice model. The results show that gender, education are positively related to the detailed index of satisfaction evaluation such as quickness, professionalism, fairness. To the most of the detailed index of satisfaction evaluation, gender is positively related whereas the number of visits is negatively related. Utilizing these results can make the local governments provide the differentiated administrative services to their communities.