지적행정서비스의 질 향상에 관한 연구

지적행정서비스의 품질과 고객 만족 향상 방안을 연구했다.

The people demand that the government offer the administration service of better quality. The administrative environments are changing very fast. To cape with such conditions efficiently, the government is trying to computerize the cadastral administration service by reforming the guidelines for the related civil affairs. The main object of the study is to measure the level of customers' satisfaction for the quality of the cadastral administrative service. The survey questionnaire is based on the SERVQUAL model. The research was carried out in four steps. Details are as follows. First, the concept and characteristics of the SERBVQUAL model have been examined.

Secondly, the concept of administrative and model administrative service quality has been examined. Third, based on these, structural factor of a cadastral administrative service and model of measurement has been drawn. Fourth, based on the structural factor and model of measurement, the quality of a cadastral administrative service is evaluated. The questionnaries were given to 360 citizens of Sang Dang Ku, Heung Deok Gu and Chong Won Gun's Offices, who experienced the cadastral administrative service. And 334 acceptibly answered questionnaries were collected. Correlation, factor, and regression analysis were performed on the collected data. 1.

Main factors of the cadastral administrative service are tangibility, reliability, responsiveness, competence and accessibility. These factors are correlated with customer's satisfaction for the cadastral administrative service. 2. Results of the factor analysis are different by each office. But the public officials' ability, the elementary environments of the related service office and the convenience in use are common factors to decide the quality of the service. 3. The effects of factors mentioned above are various.

The officials' ability, the elementary environments and the convenience are essential for the improvement of the service quality but the waiting time for the service has little effect. On the basis of the above, several methods are suggested to improve the cadastral administrative service quality : 1. Set clearly the standards of the cadastral administrative service quality. And try to reach the level of the cadastral administrative service quality. 2. Public officials in charge should be educated continuously, because the most important factor to have effect on the service quality is their ability and attitude for the service, not any external aspect. 3.

In aspect of service, by changing the old-fashioned attitude of public officials, the administration service of civil affairs would be better. After computerizing the related information, documents on various civil affairs, such as land terriers, forestry and cadastral maps, etc, should be utilizable for citizens through vending machines or and other automated systems.