공공서비스의 고객만족 영향요인과 공공성에 관한 연구 : 서울지하철 서비스를 중심으로
The Study of Factors and Publicness on Customer Satisfaction of the Public Service: Focus on the Subway Service in Seoul
0
조회
0
다운로드
8
인용
0
참고문헌
키워드
초록
Abstract
This study analyzed the factors that affect customer satisfaction in the Seoul subway service. and analyzed whether customer satisfaction is influence for the recognition of subway service's publicness. In conclusions. First, The facility factors and institutional factors were not statistically significant on customer satisfaction. However, Human factors were significant. And in CFA analysis, The satisfaction for facilities was statistically significant on customer satisfaction. Second, Customer satisfaction was statistically significant on customer's loyalty. It means that the higher customer satisfaction is, the higher level of the recognition of publicness is. Third, Because customer satisfaction affects the publicness of subway service positively, the higher level public corporations of customer satisfaction are advantageous to survival. The implication of this study is as follow. In public services, facilities and institutions are not important than human factors. After all, employees' attitudes affect the customer satisfaction and survival of the organization.
참고문헌 (39)
- 김계수, "구조방정식모형 분석" (2007), 한나래
- 김연규, "철도서비스 평가를 위한 항목 및 지표의 선정방안", 철도학회 춘계학술대회 논문집 (2003), 철도학회
- 박기관, "지방정부 상수도서비스의 고객만족도 평가 및 영향요인에 관한 연구", 국가정책연구, 24(1), pp.157~178 (2010), 국가정책연구소
- 송건섭, "지방정부의 공공서비스 평가시스템 구축: 객관적·주관적 평가기준의 통합시스템을 중심으로", 한국사회와 행정연구, 13(4), pp.185~207 (2003)
- 심종섭, "지하철 이용만족도 결정 요인에 관한 실증적 연구", 산학경영연구, 13, pp.49~66 (2000)
- 윤상훈, "지하철 이용자 서비스 질 평가모형 개발 :서울시 지하철 2, 7호선을 대상으로", 서울도시연구, 8(2), pp.99~114 (2007), 서울연구원
- 이유재, "고객만족이 기업의 수익성과 가치에 미치는 영향", 마케팅연구, 21(2), pp.85~113 (2006), 한국마케팅학회
- 최창호, "새 행정학개론" (2000), 삼영사
- 공공부문에서의 고객만족도 조사방법 개선방안, "한국행정연구원", 한국행정연구원, ~ (2005)
- 한인섭, "성과지표와 고객만족도의 연계성에 관한 연구", 한국행정학보, 43(02), pp.177~200 (2009), 한국행정학회
- 2004년 지하철 서비스 품질평가(소비자부문) 조사 보고서, "서울특별시", 서울특별시, ~ (2005)
- Anderson, E. W., "The antecedent and consequences of customer-satisfaction for firms", Marketing Science, 12(2) (1993)
- Barzelay, Michal, "The New Public Management: Improving Research and Policy Dialogue" (2001), University of California Press
- Bearden, W. O., "Selected determinants of consumer satisfaction and complaint reports", Journal of Marketing Research, 20(1) (1983)
- Brown, K., "Subjective and Objective Measures of Police Performance", Public Administration Review, 43 (1983)
- Cronin, Jr. and J. J., "Measuring service quality: A reexamination and extension", Journal of Marketing, 56 (1992)
- Dick, A. S., "Customer loyalty: toward an integrated conceptual framework", Journal of the Academy of Marketing Science, 22(2) (1994)
- Fitzgerald, M., "Citizen Evalution and Urban Management Service Delivery in and Era of Protest", Public Administration Review, 40 (1980)
- Fornell, Claes, "A National Customer Satisfaction Barometer: The Swedish Experience", Journal of marketing, 55 (1992)
- Fornell, C., "Customer Satisfaction Measurement and its Relation to Production Analysis", 8th World Productivity Congress (1993)
- Gamble, A., "The Free Economy and the strong Sate" (1988), Verso
- Hughes, Owen E., "Public Management & Administration: An Introduction" (2003), Palgrave Macmillan
- Innis, D. E., "Customer Service: the key to customer satisfaction, customer loyalty, and market share", Journal of Business Logistics, 15(1) (1994)
- Jones, T. O., "Why satisfied customer defect", Havard Business Review, 73(6) (1995)
- Kelly, J. M., "Amultiple-Indecator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions", Public Administration Review, 62(5) (2002)
- Kettl, Donald F., "The Global Public Management Revolution: A Report on the Transformation of Governance" (2000), Brookings Institution Press
- Lucy, W. H., "Equity in Local Service Distribution", Public Administration Review, 37(6) (1977)
- Ostrom, Elinor, "Governing the Commons: the Evolution of Institutions for Collective Action" (1990), Cambridge University Press
- Savas, Emanuel S., "Privatization: The Key to Better Government" (1987), Chatham House Publishers
- Savas, Emanuel S., "Privatization and Public-Private Partnerships" (1999), Chatham House Publishers
- Savas, Emanuel S., "Privatization in the City: Successes, Failures, Lessons" (2005), CQ Press
- Pierre, Jon, "Introduction: Understanding Governance, In Debating Governance: Authority, Steering and Democracy" (2000), Oxford University Press
- Pollitt, Christopher, "Bring Consumers into Performance measurement: Concepts, Consequences and Constraints", Policy and Politics, 16(2) (1988)
- Prager, J., "Contracting Out government Services: Lessons From Private sector", Public Administration review (1994)
- Reichheld, Frederick F., "Zero Defections: Quality Comes to Services", Havard Business Review, 68(5) (1990)
- Reichheld, Frederick F., "The loyalty effect, Cambridge" (1996), Harvard Business School Press
- Reichheld, Frederick F., "E-customer loyalty-applying the traditional rules of business for inline success", European Business Journal, 12(4) (2000)
- Stipak, Brain, "Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator", Public Administration Review, 39 (1979)
- Swindell, D., "Linking Citizen Satisfaction Data to Performance Measures", Public Performance & Management review, 24(1) (2000)