Earticle

초록

영어

The purpose of this study was to evaluate the citizen satisfaction of fire station’s service quality using the SERVQUAL and examine the effect of citizen satisfaction of fire station’s service quality on organizational image. For this purpose, self-report questionnaires were developed to measure all the variables in the research model, which was distributed to 200 residents in the jurisdictions of the Gangwon-do Fire Department. And a total of 179 usable questionnaires were processed using SPSS Win(ver 22.0). The results of this study are as followed. First, it showed that empathy(β=.406) out of 5 service quality factors had the highest effect on citizen satisfaction followed by tangibles(β=.286), reliability(β=.093). But competence and assurance out of 5 service quality factors did not show up statistically significant effect. Second, it showed that citizen satisfaction of fire station’s service quality had a great effect on organizational image(β=.674). The results of this research revealed that firstly, the application of SERVQUAL in fire station’s service can be an important means to improve fire station’s service quality and citizen satisfaction. Secondly, examining the causal relationship between citizen satisfaction of fire station’s service quality and organizational image can be an useful policy basis to realize a customer-oriented ideology and establish an good image of fire administration organization from citizen.

목차

Abstract
 Ⅰ. 서론
 Ⅱ. 이론적 배경 및 선행연구의 검토
  1. 서비스품질의 개념 및 측정모델
  2. 서비스품질과 고객만족도 및 조직이미지
  3. 서브퀼 모형을 적용한 선행연구의 검토
 Ⅲ. 연구설계
  1. 연구모형의 설계
  2. 변수의 조작적 정의 및 측정
  3. 표본설계 및 분석방법
 Ⅳ. 분석결과
  1. 조사대상자의 일반특성
  2. 측정도구의 검증
  3. 서비스품질이 주민만족도에 미치는 영향분석
  4. 주민만족도가 조직이미지에 미치는 영향분석
 Ⅴ. 결론 및 함의
 <참고문헌>

키워드

저자

• 안치순 [ Chi-Soon An | 강원대학교 경영혁신센터 연구실장 ]

참고문헌

발행기관

간행물

관심저널 등록

• 간행물명

  한국비교정부학보 [Korean Comparative Government Review]

• 간기

  연3회

• pISSN

  1598-964X

• 수록기간

  1997~2017

• 십진분류

  KDC 350 DDC 350