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[국내논문] 공공제도 서비스품질 모델의 개발과 적용
Development and Application of Service Quality Model for Public System 원문보기

Journal of Korean Society of Industrial and Systems Engineering = 한국산업경영시스템학회지, v.40 no.1, 2017년, pp.150 - 164  

이재열 (한양대학교 일반대학원 경영컨설팅학과) ,  박근완 (한양대학교 경상대학 경영학부) ,  황승준 (한양대학교 경상대학 경영학부)

Abstract AI-Helper 아이콘AI-Helper

The development of an appropriate public service quality model has become increasingly recognised as an important subject of interest in the public sector as well as academia. In particular, the public systems enacted by governments are widely used and have a significant impact on national competiti...

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핵심어 질문 논문에서 추출한 답변
서비스품질이란 무엇인가? 서비스품질의 측정이 중요한 것은 서비스품질이 고객 만족, 고객행위 등을 설명하는데 있어서 중요한 요인이기 때문이다[51, 74]. 서비스품질은 주로 개인이 인식하는 주관적 지각에 의해 평가가 이루어지며, 제공받은 서비스의 전반적 우수성에 대한 소비자의 평가다[74]. 서비스품질모델에 관한 연구는 일반 영리기업뿐만 아니라 공공기관을 포함한 다양한 분야로 대상이 확대되고 있다.
서비스품질의 측정이 중요한 이유는 무엇인가? 서비스품질의 측정이 중요한 것은 서비스품질이 고객 만족, 고객행위 등을 설명하는데 있어서 중요한 요인이기 때문이다[51, 74]. 서비스품질은 주로 개인이 인식하는 주관적 지각에 의해 평가가 이루어지며, 제공받은 서비스의 전반적 우수성에 대한 소비자의 평가다[74].
공공제도가 가지는 비경합성, 비배제성, 외부효과성, 무임승차 등의 특성은 무엇을 의미하는가? 공공제도는 비경합성, 비배제성, 외부효과성, 무임승차 등의 특성이 있다. 이는 공공제도의 사용비용이 크지 않아 효과만으로 가치를 평가할 수 있으며, 외부효과성을 고려할 때 예상치 못한 혜택이나 결과를 고려해야 함을 의미한다. 또한 공공제도의 전달체계는 일반적인 민원서비스와는 달리 전달과정에서 고객과의 인적 접점보다는 관리시스템과의 접점이 중요하고 정책개발 및 서비스 기획 등의 과정에서의 적절성 등도 중요시된다[61].
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