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An Empirical Assessment of Citizen Satisfaction of Public Services in Central Vietnam

동남아연구
약어 : Southeast Asia Journal
2013 vol.22, no.3, pp.3 - 36
DOI : 10.21485/hufsea.2013.22.3.001
발행기관 : 한국외국어대학교 동남아연구소
연구분야 : 학제간연구
Copyright © 한국외국어대학교 동남아연구소
하타이탄 1 ,  화이응우엔시두이 2 ,  김판석 3

1베트남국립행정연구원

2베트남국립행정연구원

3연세대학교

인용한 논문 수 :   -  
265 회 열람

행정서비스에 대한 시민만족도 평가이슈는 그간 베트남 중부지역에 있는 학자, 행정실무자, 정책결정자들에 의해 많이 논의되어 왔기때문에 시기적으로 적절한 이슈라고 할 수 있다. 본 연구가 활용한 서비스품질모델은 여러 나라의 선행연구에서도 활용된 바 있다. 본 연구는 주요 민원행정서비스(토지대장, 법률문제, 세금정보, 사업등록, 제증명 등)를 이용한 시민고객 703 명을 상대로 설문조사를 실시한 자료에 근거하고 있고 그 자료를 바탕으로 분석하였다. 분 연구가 활용한분석방법은 요인분석이며, 설문지에 있는 23 개 항목을 중심으로 심도있는 분석을 하였고, 특히 5 개요인(인프라, 인적자원, 절차와 공식성,응답과 환류, 행정서비스산출 등)을 중심으로 계량분석을 하였는데,여러 요인들이 시민만족에 어떠한 영향을 끼치는가를 분석하고, 그 결과를 바탕으로 정책대안을 도출하였다. 효과적인 행정서비스 제공을 위해서는 행정서비스 제공절차와 공식성 등이 보다 높은 수준으로 표준화되어야 하고, 베트남 중부지역에서 행정서비스를 수행하는 공무원들의 역량을 제고하기 위한 광범위한 역량개발 교육훈련도 필요한것으로 나타났다. 특히 전문적 기술과 윤리의식 제고 등이 필요한 것으로 나타났다. 마지막으로 시민고객만족도 조사결과를 공개하고 그러한 자료에 기초하여 개선책을 집행할 수 있는 혁신팀을 구성하여 추진하는 것이 시급하다고 하겠다.

공공행정서비스, 시민만족, 서비스품질, 베트남중부지역

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