행정서비스기관의 고객지향성이 서비스품질과 고객만족에 미치는 영향

Abstract

The purpose of this study is to examine the relationships between Public Customer Orientation and Service Quality Customer Satisfaction that experienced the public service in Chonnam Hwasun, and to find out the effects on the relationships. To identify these relationships, the secondary data or past studies that were related with customer orientation, service quality and customer satisfaction were collected and theoretically arranged. I made the theoretical proposed model to explain the relationships between the constructs, identify the operational definitions and 3 Hypotheses was established, there was executed the survey of 252 in public service customers. Using the collected data, previous performances to confirm the construct validity and internal consistency by EFA(Exploratory Factor Analysis); i.e. factor analysis by SPSS, reliability by cronbach's a, and by the CFA(Confirmative Factor Analysis) and structural equations modelling the proposed model was tested by lisrel. As the result of test that make the relations of used variables clear, I can get the conclusion as followings; First, Public Customer Orientation has the effects positively to the service quality and customer satisfaction. Second, it was significantly tested the effect on the Customer Satisfaction by Service Quality be positive. To increase the Customer Satisfaction, using the public service, it would be developed that a variety of methods and ways to raise the customer orientation and service quality.