Earticle

The purpose of this article is to show characteristics of complaints of Korean native speakers (KNs), Korean learners (primary, intermediate, and high class) of Japanese language of (KLs), and Japanese native speakers (JNs). When fourteen displeased situations happening occasionally in daily life were given to them, for their complaints about the situations, the degree of complaints and the expression behavior of complaints were investigated. Particularly the complaints by speech act were analyzed with a point of view on the use of strategy and the degree of face-threat (FT). The degree of complaints was higher in order of JNs>KLs>KNs. For the expression behavior of complaints, all of three group (KNs, KLs and JNs) tended to use speech act. For the strategy of complaints and the degree of FT, JNs tended to use strategy of lower degree of FT than that of KN. And KLs showed a tendency of interlanguage which was getting close to targeting language, using strategy of lower FT degree than that of mother language group (KNs) even at a primary class. These results give the following implications for the education of Japanese language for KLs. 1) As the most useful method to resolve the situations of complaints, JNs also use speech act, but JNs recognize the situations more seriously than KNs and their degree of complaints is higher. 2) Nevertheless, JNs are contrasted with KNs by that they would minimize the probable trouble with a person due to their complaints by selecting strategy of low FT degree.

본 연구는 디지털 융합 환경에서 방송소외계층의 하나인 저소득층 중 차상위 계층이 방송서비스를 어떻게 이용하고 있는지를 설문조사를 중심으로 분석함으로써 방송소외 를 최소화할 수 있는 정책방안을 모색했다. 연구결과, 차상위계층은 방송미디어를 거의 유일한 정보획득 및 사회화와 교육 매체 의 수단으로 이용하고 있음을 보여주고 있어 이들에게 TV매체의 영향력이 타 매체보다 는 상대적으로 매우 크다는 점을 알 수 있었다. 또한 방송에 대한 전반적인 태도를 보면 다양한 소식 전달, 믿을만한 정보 제공, 생활/학업 필요 정보 제공이 기타 항목보다 상 대적으로 높았고, 방송에 대한 전반적인 태도가 만족도에 영향을 미치는 평가요인에 있 어서도 사실적 정보전달 기능이 비판/고발 정보전달 기능과 믿을만한 정보전달 보다 중 요한 영향을 미치는 것으로 나타났다. 차상위계층의 방송에 대한 불만족 요인으로 특히 KBS 수신료와 유료방송 수신료 이중부담 문제에 대해 가장 심각하게 평가하고 있고, 출연자의 비속어/외래어 사용 잦음, 프로그램 내용의 유사성에 대해 문제를 제기하고 있었다. 차상위계층을 포함한 저소득층은 경제적인 어려움이 제일 크기 때문에 지원을 더욱 늘려야 하고, 노인들과 저학력층 등에서 리모콘 조작과 프로그램 이해 등의 능력이 떨어지는 경우가 많으므로 방송 미디어 활용 교육과 홍보 등이 필요하며 노인층과 중장년층 을 위한 프로그램의 편성 비중을 늘려야 한다. 또한 방송 프로그램 내용에서 소외 계층 을 배려하고, 일반인들과 동등하게 묘사하고 인식시키고, 사회적 통합을 위해서 프로그 램의 기획과 제작에서부터 고려해야 한다.

This study explored behaviors and problems of the secondary poor, using survey and policy analysis. As a result, the fact that the secondary poor among a lower income class significantly depend on mass media than any other group, was reaffirmed. They use traditional mass media, for example, TV, as an almost utmost medium in terms of source for information gathering, social interaction and education. They recognized television as a vital medium in providing various, reliable, everyday life and learning information. Also, factors such as information function affected more significantly to their satisfaction than those of criticism and surveillance to the secondary poor. However, they are generally dissatisfied with having to burden subscription fee to pay TV as well as KBS, indecent language use, and homogeneous entertainment programs which do not care them much. As for policy aspects, this study suggested more economic aids should be necessary to bridge the gap with others, especially considering their poor economic condition. Also, viewer-friendly remote control device, media education and public relation should be accompanied. Moreover, this study emphasized TV programs, which mesh with the taste of the secondary poor, are much more needed and they should be reflected as equal in mass media as well.

The review of previous studies on interlanguage pragmatics reveals that they have been modelled on cross-cultural pragmatics. However, in order for interlanguage pragmatics to contribute in the area of second language acquisition, it should examine how L2 pragmatic competence develops as L2 linguistic competence increases. Therefore, interlanguage pragmatics studies should be modelled on acquisitional pragmatics. As an effort to explore developmental features of pragmatic competence by linguistic proficiency, this study investigated the speech act behaviors of three linguistically distinctive groups. A total of 159 English learners, which consisted of high school 1st and 2nd graders, university freshmen, and university seniors, participated in this study. Their written responses to the 7 situations in the Discourse Completion Test (DCT) were analyzed in terms of response length, vocabulary, request forms, and the use of please. The three groups showed different behavioral patterns in the realization of requests and complaints, utilizing different linguistic strategies to be responsive to the social factors. For future research, expanding learner population to include very low and high level learners, developing a new research tool other than DCT, a more systematic grouping by linguistic proficiency were suggested.

육군의 민원 담당자들은 장교와 부사관으로 구성되어 있다. 민원을 제기하는 대부분은 민간인이기 때문에 현역 이 민원처리를 하게 되면 전문성이 제한되고 민간인 입장에서 생각하기가 어렵다. 이를 극복하기 위해서는 민간 경력 전문가에게 민원업무를 전담하게 하는 방안이 제시되고 있다.

Officers and NCOs are in charge of complaints Army. Most of the complainants are civilians, so if the active duty is treated as complaints, their expertise is limited and it is difficult to think in terms of civilians. In order to overcome this problem, it is suggested that private career experts should be dedicated to complaints

본 연구는 대학생의 만족도와 관련된 변인들 간의 구조적 관계를 검증하는 데 목적을 두었다. 이를 위하여 본 연구는 우리나라 대학생의 학교생활 만족도를 조 사하기 위하여 전국 7개 지역에 소재하고 있는 32개 대학교 학생 1,400명을 대상 으로 실시한 설문조사 자료에서 해당부분을 발췌하여 활용하였다. 이론적 모형으 로는 한국생산성본부가 제시한 NCSI를 활용하였으며, AMOS 17.0을 활용하여 학생의 기대수준, 인지품질, 인지가치, 만족도, 불평률, 충성도를 포함한 6개 변수 들 간의 구조적 관계를 검증하였다. 검증 결과, 첫째, 학생의 기대수준은 인지품 질에 유의한 정(+)의 영향을 미치지만 인지가치와 만족도에는 유의한 영향을 미 치지 않았다. 둘째, 인지품질은 인지가치와 만족도에, 그리고 인지가치는 만족도 에 정(+)의 영향을 미치는 것으로 나타났다. 셋째, 만족도는 불평률에는 부(-)의 영향을, 충성도에는 정(+)의 영향을 미치는 것으로 나타났다. 넷째, 불평률은 충 성도에 부(-)의 영향을 미치는 것으로 나타났다. 이러한 결과는 대학생의 만족도 와 관련하여 해당 상품에 대해 학생들이 인지하는 품질과 그에 부여하는 가치가 결정적 요인으로 작용하고 있으며, 학생의 만족도는 불평률 또는 충성도와 직접적으로 연관되어 있음을 의미한다. 이러한 결과를 토대로 본 연구는 대학 당국이 학생의 만족도를 제고하기 위하여 총체적질관리 시스템을 구축하고 학생고충처리 시스템을 운용할 것을 제안하였다.

The purpose of this study was to test the structural relationships among the related variables of university students’ satisfaction. This study utilized nation-wide survey data previously collected from 1400 students distributed across 32 universities in Korea. NCSI model was used as a theoretical framework. Using the AMOS 17.0, the structural relationships among six variables were tested, including students’ expectancy level, perceived quality, perceived value, satisfaction, complaint rate, and loyalty. The major findings of the study are as follows: First, students’ expectancy level had a positive effect on perceived quality; but had no significant effect either on perceived value or on satisfaction. Second, perceived quality had positive effects on perceived value and satisfaction; and perceived value also had a positive effect on satisfaction. Third, students' satisfaction had a negative effect on complaint rate; but had a positive effect on loyalty. Fourth, students' complaint rate had a negative effect on loyalty. The study results imply that among the related variables of students' satisfaction, perceived quality and value of the products work as critical variables, and complaint rate and loyalty directly relate to students' satisfaction. The study suggested that in order to enhance students' satisfaction, universities employ the total quality system and the students' complaints resolution system.

Purpose: We aimed to assess the chief complaints (CCs) of elderly individuals on presentation to the emergency department (ED) according to gender, age, and disease-related and injury-related visits. Methods: The 2014 registry database of the National Emergency Department Information System in South Korea, which included data on 908,761 ED visits by individuals aged 65 years and over, was reviewed. Results: We found that 80.7% ED visits were related to disease, whereas the remaining visits were related to injury. The most common CCs presented by elderly male and female individuals with disease-related visits were dyspnea and dizziness, respectively. The 10 most common CCs accounted for 45.5% and 49.2% of the total disease-related visits for male and female individuals, respectively. The most common CC in male and female individuals with injury-related visits was headache and hip pain, respectively. The CC rank showed minimal variance among the different age groups, but a difference was observed between male and female individuals. The most common mechanism of injury in elderly male and female individuals was slipping, wherein females showed a higher occurrence rate than their male counterparts. Conclusions: These findings can be used to establish an ED training curriculum for nursing students and ED nurses, particularly for ED triage in the elderly.

Purpose: This study aimed to examine factors influencing subjective memory complaints (SMC) among elders living in local communities. Methods: From February to May, 2016, 126 elders from three cities completed a structured questionnaire composed of SMC, cognition, daily-living stress (DS), and health-promotion behavior (HB). Data were analyzed using the SPSS 25.0 program for descriptive statistics, Pearson correlations, and multiple regression. Results: The average age of participants was 73.7±6.71 years, and SMC was 5.82±2.87. SMC was significantly different according to education (F=8.33, p<.001), presence of a spouse (t=4.99, p<.001); economic status (F=10.10, p<.001); type of living arrangements (F=7.88, p=.001); family relationships (F=9.43, p<.001); perceived health status (F=17.62, p<.001). There was a significant negative correlation between SMC and cognition (r=-.39, p<.001); DS and HB (r=-.52, p<.001). Cognition and DS were positively correlated (r=.47, p<.001). Presence of a spouse, economic status, cognition, and DS were significantly associated with and accounted for 30.8% of the variance in SMC. Conclusion: Cognition and stress are important factors related to SMC and should be considered along with the presence of a spouse and economic status. Efforts to improve cognitive, psychological and physical health will help prevent memory impairment and further improve the quality of life for elders.

Dealing with complications is crucial in the management of patients with spinal cord injury (SCI). We describe a case of rhabdomyolysis in SCI without apparent soft tissue injury, presenting with nausea and vomiting as chief complaints. Given that gastrointestinal discomfort is common in SCI, this case highlights the need to consider rhabdomyolysis as a potential cause of unexplained nausea and vomiting in SCI, and indicate the value of regular check-up of creatine kinase level in SCI patients. Early diagnosis and treatment can prevent acute renal failure that can occur with rhabdomyolysis and minimize the potential threat of declined renal function in SCI patients.

Customer reviews regarding services or products on the Internet have given both opportunities and challenges simultaneously to management. This study focuses on collecting those reviews online, discovering service complaints of customers, and tracking them over time. Along with two machine learning techniques such as sentiment analysis and structural topic modeling, this study effectively mines textual information to derive service complaints and to categorize potential service topics from the negative reviews. This study also traces the moving trends of the topics over time and reveals three major patterns emerged: rising, falling, and fluctuating. This research framework leverages a longitudinal analysis which can provide enriched insights regarding services or products to management.

The present study was conducted to accomplish management efficiency by preparing preemptive measures for consumer dissatisfaction and overcome risks caused by Global Warming through studies of model cases in packaging. Through this study, we made it possible to find a way for companies to prepare for Global warming and consumer dissatisfaction. By contributing to eco-friendly packaging, we are trying to preemptively respond to recent major issues through packaging. Through this experiment, we tried to measure the degree of penetration of Plodia interpunctella H. larva into the insect repellent film produced by printing Ink containing a natural repellent. The control experiment was conducted with an untreated LDPE film to which no insect repellent was applied. The numbers decreased from 17 to 7 when the film was processed with repellent to show experimental results verifying effects of repellent by decrease in 10 (58.8% Decrease). Such results show that it is safe when the film is unfolded but in the case where the film is folded, the Plodia interpunctella H. punches through the film to lead to consumer dissatisfaction and it suggests that this can bring on risks to corporate management. Considering that most of the film is folded in the case of PE bag packaging, the direction which the corporations should take in terms of preparing for climate change countermeasures and consumer dissatisfaction has been clarified. Due to it receiving satisfactory results in safety rest results for printing film applied with pest repellent as well as the Quality analysis to test repellent contents of repellent film, it is certain that the importance of repellent method in packaging will increase in preparing for consumer dissatisfaction and actions against climate change henceforth.

최근 공공데이터포털은 국민 편의 증진을 위하여 공공기관 데이터를 오픈하여 국민이 언제 어디서라도 빠르게 사용 할 수 있도록 제공해주는 포털사이트이다. 공공기관에서 오픈한 데이터는 대부분 정형화된 데이터이므로 손쉽게 앱 또는 웹을 개발할 수 있다. 하지만 공공기관에 접수된 민원은 비정형화된 민원이므로 민원고충처리자가 직접 민원을 읽고 분석하여 분류 및 통계 등 업무를 처리해야 하는 애로사항이 있다. 따라서 본 논문은 지역별로 공공기관에 접 수된 내부 인트라넷(‘새올행정전자민원시스템’)을 이용하여 민원 빅데이터를 수집하고 분석한다. 또한, 공공기관 및 민원고충처리담당자 입장에서 지역별 민원 통계분석, 민원 주제어 분류 및 검출, 민원 주제어간의 상관관계, 담당부 서별로 자동 분류하여 시각적으로 가시화되어 직관적으로 민원 데이터를 파악하는데 편의성을 제공한다.

Recently, the public data portal is a portal site that provides people so open to the public authority data in order to promote public conveniences can be used anywhere at any time rapidly. Most of the data that is opened by public institutions is structured data, so you can easily develop an app or web. However, the complaints handlers have a problem that directly handle tasks, analyze, classification and statistics because the received complaints from public authorities are unstructured data. Therefore, this paper collects and analyzes the civil information data by using the internal intranet ( 'Saewol Administration Electronic Complaints System') received from public institute by region. Also this paper provides statistical analysis of regional civil affairs, classification and detection of complaints, correlation between complaints and subject areas, automatic classification by department, visibility and intuitive understanding of complaint data.

본 연구에서는 부정적 상호성 믿음이 층간소음 중지요구행동에 미치는 영향에서 층간소음 중지요구 결과기대의 매개효과를 검증하고자 하였다. 이를 위해 아파트나 다세대주택과 같은 공동주택에 거주하고 있는 성인 남녀 195명(여성 121명, 남성 74명)을 대상으로 부정적 상호성 믿음 척도, 층간소음 중지요구행동 척도, 층간소음 중지요구 결과기대 척도를 실시하여 자료를 수집하였다. 결과는 다음과 같다. 첫째, 부정적 상호성 믿음과 층간소음 중지요구행동은 통계적으로 유의한 정적 상관이 나타났다. 둘째, 층간소음 중지요구 결과기대의 하위 유형 중 부정정서 감소기대와 층간소음 중지요구행동은 통계적으로 유의한 정적 상관이 나타났다. 셋째, 층간소음 중지요구 결과기대의 하위 유형 중 부정평가 감소기대와 층간소음 중지요구행동은 통계적으로 유의한 정적 상관이 나타났다. 넷째, 부정적 상호성 믿음과 층간소음 중지요구행동 사이에서 부정정서 감소기대의 간접효과가 통계적으로 유의하였다. 다섯째, 부정적 상호성 믿음과 층간소음 중지요구행동 사이에서 부정평가 감소기대의 간접효과가 통계적으로 유의하지 않는 것으로 나타났다. 본 연구를 통해 층간소음 중지요구행동의 유발 요인에 대해 확인할 수 있었으며, 본 연구의 함의와 한계점은 논의에서 다루었다.

The purposes of this study was to examine the mediating impact of floor noise complaints outcome expectancy, between negative reciprocity beliefs and floor noise complains. The author administered the Negative Reciprocity Beliefs Scale, the Floor Noise Complaints Scale, and the Floor Noise Complaints Outcome Expectancy Scale to 195 adults living in apartments and multi-unit housing. Results are as follow. First, negative reciprocity beliefs have a significant positive correlation with floor noise complaints. Second, negative emotion decrease expectancy, has a significant positive correlation with floor noise complaints. Third, negative evaluation decrease expectancy, has a significant positive correlation with floor noise complaints. Fourth, negative emotion decrease expectancy, mediated the relationship between negative reciprocity beliefs and floor noise complaints. Fifth, negative evaluation decrease expectancy, did not mediate the relationship between negative reciprocity beliefs and floor noise complaints. The theoretical and practical implications and limitations of this study are discussed.

The Resolution of the customer complaints is a major issue of the legal risk management in the telecommunication service companies since the companies provides various services to the customers. If the complaints of the customer were not dealt with timely, the customer would apply a formal or informal relief to the government agencies or claim a suit against the company. Formal process or litigation would damage the companies' image to the public as well as the reputation and trustworthiness of the service of the companies. This article introduce the U.S. consumer complaints resolving process regarding telecommunication services by the FCC and the state utilities commissions. In the U.S. Consumer and Government Affairs Bureau(CGB) under the FCC has formal and informal process to resolve the consumer complaints. If telecommunication companies refuse to resolve the complaints voluntarily, the complaining customer can use such formal or informal process in FCC. Especially application process of the informal complaints to the CGB is easily available to the customers since it allows to use mail, fax, email, telephone, and even online. Moreover, the informal process is very speedy resolution compared to the formal resolution. The Consumer Policy Division in the CGB prepares regulations to prevent repetitive complaints of the customers by monitering such complaints. In California, California Public Utilities Commission(CPUC) provides informal and formal resolution of the customer complaints regarding telecommunication service. It even provides alternative dispute resolutions. Especially the alternative dispute resolutions under the CPUC is very speedy process. Usually the disputes are resolved by the ADRs within half or two days. Considering the increase of the number of the consumers and complaints in telecommunication service industry, it needs similar process to resolve consumer complaints by the speedy informal process. The example of the U.S. informal and formal process to resolve the consumer complaints implies to telecommunication companies the trend how to manage the legal risk regarding consumer complaints in the future.

택배 업계의 서비스 품질 향상과 고객 만족에 영향을 미치는 요인들을 다양한 차원에서 분석한 연구가 많이 이루어져 왔다. 이러한 연구의 대부분은 한정된 응답자를 대상으로 설문조사나 인터뷰 등의 질적 방법이 사용 되어 자료의 형식과 내용, 응답자의 범위가 제한적이라는 한계가 있다. 이에 본 연구에서는 장기간에 축적된 불특 정 다수의 소비자 상담 사례와 업계 종사자의 불만이 반영된 기사문을 대상으로 삼아 택배 서비스에서 소비자와 공급자가 지적하는 불만에 관한 주요 토픽을 탐색하고 분석하여 선행 연구의 미비점을 보완하고자 하였다. 또한, 이러한 토픽이 시점에 따라 어떻게 변화하는지 흐름을 분석함으로써 최근에 제기된 새로운 토픽을 발굴하고 시사 점을 제시하고자 하였다. 이 결과 지연/분실/오배송 토픽과 택배 산업 경쟁 심화 토픽이 중심을 이루는 것으로 나타났다. 토픽 트렌드 분석 결과 최근 국제 택배 상담 내용이 다소 늘었고, 아파트 택배 배송과 관련된 갈등이 많이 다루어져 이를 정부 정책에 반영하거나 연구 주제로 다루어 볼 수 있을 것이다. 연구 결과 나타난 토픽은 선행 연구에서 다루어진 내용이 주를 이루지만 내밀한 상담사례와 학술 문헌 등 다른 자료와 분석 방법을 추가하면 더 새롭고 가치있는 토픽을 도출할 수 있을 것이라고 기대한다.

Many studies have been conducted to analyze factors that affect customer satisfaction, and service quality improvement in the parcel delivery industry. Most of these studies have a limited number of respondents using methods such as surveys and interviews. Therefore, this study aims to supplement the shortcomings of previous studies, by searching and analyzing the common major topics related to the complaints pointed out by consumers and suppliers in the parcel delivery service with cases of consumer counseling, and articles that reflect the complaints of workers in the industry. In addition, by analyzing the trend of these topics, we attempted to discover new topics and suggest implications. In conclusion, topics such as delay/lost/wrong deliveries as well as the fierce competition in the parcel delivery industry, turned out to be central aspects. As a result of the topic trend analysis, talks with international couriers have recently increased, and many conflicts related to apartment parcel delivery have been dealt with. The topics presented in this study are mainly focused on the contents of previous studies, but we expect that new and valuable topics can be derived by adding other data and analysis methods, such as internal counseling and academic literature.

본 연구는 대한민국 정부가 운영하는 의견수렴 및 고충처리 전산망인 국민신문고(http://www.people.go.kr)’의 고용노동부 민원․정책 게시판의 의견을 통해 고용노동부에서 시행하는 직업훈련, 노사관계, 산업안전, 임금정책, 근로기준법 등의 민원․정책에 대한 국민적 의견을 수렴하여 분석하였다. 본 연구는 R프로그램 빅데이터 기법을 이용하여 데이터 시각화, 빈도 분석, 연관분석 등을 실시하였으며, 연구결과는 다음과 같다. 첫째, 한국의 복잡한 임금구조와 노사 간에 인식부족 등으로 임금개념의 불일치, 노사갈등 이 많은 민원요소로 발견되었다. 둘째, 최근 최저임금의 파격적 인상으로 인한 자영업자 및 근로자의 경제적 공황상태 등으로 기인한 각종 민원이 발생하고 있다. 셋째, 생산직 등 제조 분야 등의 영세한 사업장의 안전의식의 부재로 인한 산업재해가 끊임없이 발생하고 있으며, 일 가정 병립을 위한 제도적 뒷받침이 많이 부족한 것으로 나타났다.

This study is based on the opinions of the Ministry of Employment and Labor and the Policy Bulletin of the National Intelligence Service (http://www.people.go.kr) The data were visualized, frequency analysis and correlation analysis using the R program Big Data method, and the analysis was conducted by analyzing the public opinion on civil affairs and policies such as industrial relations, industrial safety, wage policy, The results of this study are as follows: First, disagreement of wage concept and labor - management conflict were found as complaints factor due to complex wage structure in Korea and lack of awareness among labor and management Second, And there are various complaints caused by the economic panic of the workers etc. Third, in the absence of safety awareness of small business sites An industrial disaster is constantly occurring, and institutional support for work-family connection is lacking.

본 연구에서는 중소도시인 A시에 거주하고 있으며, 다른 중복장애가 없는 만 20세 이상의 성인지체장애인들을 대상으로 그들이 경험한 활동지원서비스 이용에 따른 불만들을 심층면접으로 살펴보고 Creswell의 절차에 따라 분석하였다. 그 결과 활동지원서비스의 총 이용시간이 부족하고 서비스의 유형이 다양하지 못하다는 점, 비용부담과 가족부양이 인정되지 않는다는 점, 활동지원기관과 활동보조인의 전문성 등에 대한 불만 등을 경험하고 있는 것으로 나타났으며, 특히 사회활동 지원서비스에 대한 욕구가 강하지만, 활동보조인과 장애인 편의시설의 부족 등의 이유로 사회활동 지원서비스를 충분히 이용하지 못한다는 불만을 경험하고 있는 등 기존 선행연구에서 다루어지지 않은 새로운 사실들을 발견하였다. 특정 유형의 이용 장애인을 대상으로 활동지원서비스 이용에 따른 불만들을 살펴본 첫 시도인 본 연구의 결과가 장애인활동지원제도의 서비스 질 향상과 개선방안을 모색하는데 있어서 기초자료로 활용되기를 바라며, 활동지원서비스를 이용하는 다양한 유형의 장애인들을 대상으로 장애유형별 특성과 욕구를 파악하는 양적, 질적 연구가 이루어져야 한다는 후속연구에 대한 제언을 하였다.

This study aims to look at the complaints about the using Personal Assistance Services through out in-depth interviews about Adults with Physical Disabilities who are living in City A, which is one of the small and medium-sized cities and aged 20 years or higher without other multiple disabilities and analyze the according to Creswell’s procedure. As a result, it was found that the participants in this study had complained about insufficient total service hour in using the PAS, lack of diversity in type of service, cost burden and family care is not accepted, lack of professionalism in PAS Organization and personal assistants, and etc. In particular, new facts that were not dealt with in the existing studies could be discovered. In other words, their needs for Social Activity Assistance Services was strong, but they complained about insufficient use of Social Activity Assistance Services because of lack of personal assistant and convenient facilities for the handicapped. It is hoped that the findings from this study can be used as basic data for exploring the methods to improve quality of Personal Assistance Services, and further studies need to find out the characteristics and needs by type of disability of various types of disabled person who uses PAS quantitatively and qualitatively.

본 연구는 유형별 악성민원이 공무원의 공직가치에 미치는 영향과 이들의 관계에서 다양한 민원대 응 정책도구의 조절효과를 분석하는 것을 목적으로 한다. 이는 대국민서비스가 강조되고 공공서비스 수혜자인 시민들의 지위가 높아지면서 공공서비스의 질이 높아지는 한편, 악성민원이 증가함에 따라 업무효율성과 서비스의 공정성 및 공무원의 공직가치에 부정적인 영향을 미치는 현상에 대한 문제의 식에 기반한다. 이를 살펴보기 위해 본 연구는 악성민원의 유형을 세분화(비합리적 요구, 정서적 폭 력, 신체적 폭력)하고, 정책도구를 유형별로 구분(경제적 정책도구, 교육적 정책도구, 시설적 정책도 구, 법률적 정책도구)하여 유형별 효과의 차별성을 알아보고자 하였다. 분석결과, 공무원에 대한 부당 한 책임 전가와 직위, 성별, 나이에 따른 차별이 공직가치를 저하시키는 요인인 반면, 교육·시설·법률 적 정책도구는 공직가치에 긍정적인 영향을 미치는 요인임을 발견하였다. 또한 경제·법률적 정책도구 는 공무원에 대한 부당한 책임 전가가 공직가치를 저하시키는 현상을 완화하였으며, 시설·법률적 정 책도구는 적절한 응대에도 지속적으로 불평을 제기하는 행동에 영향을 미쳐 공직가치를 높이는데 기 여하였다. 이에 대해 본 연구는 바람직한 정책방향으로 첫째, 공무원에 대한 책임 전가와 맹목적 비 난 축소, 민원 처리 기준 명확화, 대응 매뉴얼 마련, 비합리적인 요구 제한 등의 악성민원 대응방안과 둘째, 디지털 민원 시스템 구축, 공무원 교육 확대, 안전시설 강화, 법률 지원팀 운영 등 다양한 정책 도구들의 체계적 운영방안을 제시하였다.

This study analyzes the impact of malicious complaints on public officials' public service values and examines the moderating effects of complaint prevention policy tools in this relationship. The analysis results indicate that unjust attribution of responsibility, and discrimination based on position, gender, etc. are key factors that degrade public service values. In contrast, educational, legal and facility-based policy tools were found to play a crucial role in maintaining and enhancing public service values. Notably, economic and legal policy tools have helped to mitigate the negative impact of malicious complaints on public service values of blaming all mistakes on the civil servant in charge of public affairs. And facility-based and legal policy tools have contributed to increasing the value of public service by influencing the behavior of persistent complaints despite appropriate responses from public officials.. Based on these findings, this study proposes policy directions for protecting public service values and preventing to malicious complaints. First, to prevent malicious complaints, it is necessary to reduce the unjust attribution of responsibility and blind criticism toward public officials, clarify complaint handling standards, establish response manuals, and strengthen legal protection. Additional measures include limiting unreasonable demands, implementing AI-based response systems, and assigning conflict mediation personnel. Furthermore, reinforcing behavioral guidelines and legal actions is essential to prevent inappropriate title and repetitive complaints. Second, in order to enhance the effectiveness of various policy tools (economic, educational, facility, and legal support), we must systematically operate policy tools, establish a digital civil complaint system, expand civil servant education, install safety facilities, operate a legal support team, and strengthen protection laws.

본 연구는 민원데이터를 분석함으로써 교통경찰에 대한 국민의 치안 수요를 탐색하고자 하 였다. 이를 위해 교통경찰 관련 국민신문고 민원데이터 2,062건을 대상으로, 토픽모델링 방법 중 하나인 잠재 디리클레 할당(Latent Dirichlet Allocation)을 통해 주요 토픽을 추출하고 높은 비중을 차지한 위반신고에 대해 추가분석을 시도하였다. 이 과정에서 키워드와 대표문서의 일 관성과 합치성을 함께 고려하였다. 분석 결과 교통경찰 관련 민원은 시설개선, 신호에 따른 교 차로통행방법, 번호판 영치, 개인형 이동장치 등 41개의 토픽으로 분류할 수 있었다. 교차로 내 위반과 이륜자동차의 위반에 대한 단속을 강화하고 무인교통단속장비, 횡단보도, 신호등의 설치 및 운영에 대한 선제적인 조치, 최근 개정된 법령과 시행된 정책, 경찰교통민원 사이트, 단속 사후 절차에 대한 더욱 활발한 홍보가 필요한 것으로 판단된다.

This study aims to investigate the security demand about the traffic policing by analyzing civil complaints. Latent Dirichlet Allocation(LDA) was applied to extract key topics for 2,062 civil complaints data related to traffic policing from e-People. And additional analysis was made of reports of violations, which accounted for a high proportion. In this process, the consistency and convergence of keywords and representative documents were considered together. As a result of the analysis, complaints related to traffic police could be classified into 41 topics, including traffic safety facilities, passing through intersections(signals), provisional impoundment of vehicle plate, and personal mobility. It is necessary to strengthen crackdowns on violations at intersections and violations of motorcycles and take preemptive measures for the installation and operation of unmanned traffic control equipments, crosswalks, and traffic lights. In addition, it is necessary to publicize the recently amended laws a implemented policies, e-fine, procedure after crackdown..

본 논문이 목적은 전력운영 장비 유지 사업에서 사용자불만에 대해 군별로 다른 규정으로 인해 발생할 수 있는 문제를 식별하여, 이를 개선하는 방향을 제안하는 것이다. 방위사업청에서 각 군을 대신하여 일부 계약을 진행하고 있지만, 같은 사용자불만에 대해 처리를 다르게 할 수밖에 없는 실정이다. 본 연구에서는 전력운영 사업의 중 장비 유지 사업의 절차와 계약 후 발생하는 사용자불만의 처리에 관한 각 군의 절차 및 관련 규정을 비교하였다. 또한, 이를 바탕으로 현 규정의 문제점을 고찰하였으며, 이를 해결하기 위한 관련 기관의 규정 통일과 더불어 국방부에서 관련 규정에 반영될 수 있는 정책적 제언을 제시하였다. 본 연구에서 제시한 사용자불만에 대한 용어 및 절차 등의 통일과 국방부 관련 규정에 내용이 반영된다면, 이를 해결하는데 투입되는 시간과 비용 절감 등을 통한 더 나은 사업여건 조성이 가능할 것으로 확신한다.

The study aims to identify problems about dealing with user complaints which are caused by gaps between the military’s regulations for the weapons operation and their maintenance. Additionally, it includes suggestions to resolve these problems. Defense Acquisition Program Agency (DAPA) is deputed by the Services to make several contracts for the weapon’s operation and maintenance. It is not easy to handle all user complaints consistently. This study analysis user complaints handling procedures and regulations using in military. And It shows the comparison of them. Based on the comparative analysis, this study suggests ideas to align military’s regulations consistently and improve policies in Ministry of National Defense. It convinced that this study, including the regulation revision and the unification of the complaints handling procedure and its terminologies, enable to save time and cost of the customer complaints handling.

본 연구는 실손의료보험 가입 소비자들 중 불평처리경험이 있는 소비자를 대상으로 불평처리경험과 불평표현경로 및 불평처리에 대한 만족도에 대해 살펴본 것으로, 불평처리과정을 단계별로 구분하여 측정하였다. 주요결과를 통해 얻은 결론은 다음과 같다. 첫째, 불평처리경험이 있는 소비자들 중 96.8%가 불평처리 1단계로 끝냈으며, 이 중 64.2%는 문제가 해결되었지만 나머지 32.6%는 불평관련 문제가 해결되지 않았음에도 불구하고 2단계 진행을 하지 않은 것으로 나타났다. 이러한 주된 이유는 어차피 원하는 결과를 기대하기 어렵기 때문이라는 생각으로, 발생한 소비자문제 해결에 대한 불신이 주요 원인이라고 볼 수 있다. 불평처리과정을 2단계까지 수행한 소비자는 1단계에서 주로 가입당시 설계사와 보험회사 고객센터를 이용하였으나, 2단계에서는 1단계에서 해결되지 않은 불평으로 인해 1단계에 접촉했던 곳과는 다른 곳을 이용하였다. 둘째, 불평의 원인을 살펴본 결과, 보험상품의 보장내용과 관련된 불만까지 보험설계사에 기인한 것으로 포함하여 보험설계사로 인한 불평 원인의 비중이 50%에 달하였다. 이러한 결과는 보험설계사의 엄격한 선발과 교육 및 지속적 관리가 실손의료보험 소비자의 불평처리경험과 만족도 개선을 위해 매우 중요함을 나타낸다. 셋째, 소비자들은 불평처리를 위해 해결에 대한 기대나 파급효과를 고려하기 보다는 연락하기 쉬운 보험설계사, 고객센터 등의 경로를 선택하는 것으로 나타났다. 그러나 접근성을 이유로 선택한 보험설계사나 고객센터의 문제해결율은 60~75%이며, 문제가 해결되지 않은 소비자들의 중도포기율도 80~90% 정도로 높았다. 넷째, 불평처리과정에 있어서 불평처리경험자들이 담당자로부터 회신을 받은 시간에 대해 보통수준의 만족을 갖고 있으며 실제 회신받은 시간보다 훨씬 짧은 시간 안에 회신받기를 원하고 있다. 또한 보험설계사의 태도나 성실성, 전문성, 친절성 등에 대한 만족도와 고객센터의 담당자에 대한 만족도가 실손의료보험 소비자만족도에 중요한 영향요인으로 나타났다. 연구결과를 통해 실손의료보험소비자들은 보험에 대한 불평을 외부적으로 표현하지 않는 경우가 많아 불평이 해결되지 않고 사장되는 사례가 많음을 알 수 있었다. 불평처리에 대한 만족도를 향상시키기 위해서 보험회사들은 처음 불평 표현 시점에서 소비자의 불만을 회복시킬 수 있는 다양한 전략을 마련할 필요가 있으며, 보험설계사의 엄격한 선발과 교육 및 지속적 관리가 실손의료보험 소비자의 불평처리경험과 만족도 개선을 위해 매우 중요하다고 판단된다.

The purpose of this study is to investigate the path and complaint behavior of consumers who have complaints of consumers who have suffered from health insurance. The main conclusion from the results of the analysis of the complaints process step by step is as follows: First, out of the 279 consumers who performed the first stage complaint process, 96.8% of the consumers finished the first stage, 64.2% 32.6% did not go to step 2 despite the fact that the problem was not solved, and the main reason was the distrust of the solution (because it was hard to expect the desired result anyway). The consumer who performed the complaint process up to the second stage mainly uses the designer and the customer center of the insurance company at the time of the subscription at the first stage and uses the place other than the one at the first stage due to the complaint at the first stage at the second stage. These results show that insurance consumers do not express insurance claims in many cases externally and complaints are being banned. In particular, it is very important that the main contacts appear at the first stage as insurance companies and designers at the time of enrollment because the first-tier contact can be a critical moment for consumers to recover their grievances. Insurance companies are suggesting that at this point they need to develop a variety of strategies to restore consumer dissatisfaction. Second, the complainants experienced mainly complaints related to claims (34.5%), which is a representative service factor related to insurance products. Considering the insurance planners' complaints about the guarantee contents, the proportion of the problem makers is close to 50%. This is a results is replaced by a relatively underestimated part as a service failure factor, but it is obvious that the strict selection, training and ongoing management of the insurance planner is important. Third, when we look at the result of the complaint process by channel, the problem solving rate of insurance designers and customer centers selected mainly for accessibility is 60 ~ 75%, and the abandonment rate of consumers who did not solve the problem was as high as 80 ~ 90%. Forth, in the process of complaint processing, the complainants experienced normal level of satisfaction with the time they received the response from the person in charge, and they want to receive the reply within a shorter time than the actual reply time. Also, the attitude, integrity, professionalism and kindness of the insurance planner and satisfaction with the staff of the customer center were found to be important factors in the customer satisfaction.