공공서비스 품질이 공공기관신뢰, 고객만족, 조직성과에 미치는 영향에 관한 연구
A Study on the Effects of Public Service Quality on Trust of Public Institustion, Customers’ Satisfaction and Organizational Performanc
조성도(보령시청민원팀장); 최호규(공주대학교); 이양원(주은라파스병원 부원장)
9권 3호, 267~284쪽
초록
본 연구의 목적은 공공기관 신뢰 및 고객만족에 영향을 미치는 공공서비스 품질요인을 파악하고 공공서비스 품 질이 공공기관신뢰 및 고객만족을 거쳐 민원인이 인지하는 조직성과에 미치는 영향 관계를 규명하고자 하였다. KCSI-PS 모형을 적용한 본 연구의 연구모형 검증 결과를 요약하면 다음과 같다. 첫째, 공공서비스품질과 공공 기관신뢰의 영향관계에서는 전달품질과 사회품질이 공공기관신뢰에 유의한 양(+)의 영향을 미치는 것으로 나타 났다. 둘째, 공공서비스품질과 고객만족의 영향관계에서는 상품품질, 전달품질, 사회품질이 고객만족에 유의한 양(+)의 영향을 미치는 것으로 나타났다. 셋째, 고객만족과 공공기관신뢰의 영향관계에서는 고객만족이 공공기관 신뢰에 유의한 양(+)의 영향을 미치며, 넷째, 공공기관신뢰는 조직성과에 유의한 양(+)의 영향을 미치지만 고객만 족은 조직성과에 유의한 영향을 미치지 못하는 것으로 나타났다. 단순히 고객만족을 위한 민원서비스를 제공하는 것이 아니라 민원인을 배려하고 사후관리를 철저히 하며 민원 서비스의 공정성, 투명성, 안정성을 고려한 민원서비스를 제공할 때, 고객이 만족하고 이를 통해 공공기관의 신뢰 를 얻는 것이 조직성과를 향상시키는 핵심요인이라고 할 수 있다.
Abstract
This study is to understand the main cause of public service quality affecting trust in public institution and customer satisfaction, and to establish an effect relationship that public service quality affects organizational performance that civil petitioners recognize through trust in public institution and customer satisfaction. To achieve this purpose, public service qualities were classified into product quality, delivery quality, environmental quality, and social quality by applying Korea Customer Satisfaction Index-Public Sector(KCSI-PS) Model of Korean Industry, and a structural relationship with trust in public institution, customer satisfaction, and institutional performance was analyzed and verified by Lisrel 8.54 Program. As a result of analyzing collected data, people visiting Public Service Center of public institutions in the past year were 94.2%, and the mostly-used public institutions are eup, myeon, and dong offices. The most purpose to use Public Service Center is to provide official documents. If a result to verify the study model of this study applying KCSI-PS Model is summarized, it is as follows. First, in an effect relationship between public service quality and trust in public institution, delivery quality and social quality have a significantly positive impact on trust in public institution. Second, in an effect relationship between public service quality and customer satisfaction, product quality, delivery quality, and social quality have a significantly positive impact on customer satisfaction. Third, in an effect relationship between customer satisfaction and trust in public institution, customer satisfaction has a significantly positive effect on trust in public institution, and fourth, trust in public institution has a significantly positive effect on organizational performance, but customer satisfaction does not have a significant effect on organizational performance. In an analysis of indirect and total effects of the study model, delivery quality affects customer satisfaction and forms trust in public institution so its total effect of the route to organizational performance is biggest, so it is confirmed that the formation of trust in public institution through customer satisfaction is the important route
- 발행기관:
- KNU 기업경영연구소
- 분류:
- 경영학일반