본 연구는 공적사회복지서비스 이용자가 행정기관 및 사회복지전담공무원과의 관계에서 지각하는 관계혜택의 수준이 높을수록 서비스 이용 만족도는 높을 것이라는 가설모형을 검증하기 위해 시도되었다. 분석에 사용된 자료는 서울시내 4개 자치구 13개 동주민센터를 이용하는 공적 사회복지서비스 이용자를 대상으로 면접설문조사를 통해 수집하였으며 276부를 분석에 활용하였다. 분석결과, 관계혜택은 고객화혜택과 비용절감 2개의 요인으로, 서비스 이용자 만족도는 단일요인으로 확인되었다. 서비스이용자들이 지각하는 관계혜택과 이용자 만족도 수준은 보통보다 다소 높았다. 또한 경로모형의 적합도와 각 경로계수의 유의성 검증을 통해 관계혜택 중 특히 고객화 혜택이 사회복지서비스 이용특성과 서비스이용자 만족도를 매개하는 유의미한 변수임이 밝혀졌다. 본 연구를 통해 기업과 민간 전문직 서비스 영역에서 발전된 관계혜택을 공공분야에 적용할 수 있는 가능성이 탐색되었다. 또한 공적사회복지서비스 영역에서 사회복지전담공무원과 서비스 이용자간의 관계의 중요성이 확인되면서, 전담공무원들에 대한 지지적 업무환경의 필요성을 제안하였다.

It has been emphasized that the strengthening public service accountability through customer satisfaction and the importance of relation between service providers and service users in the professional job areas. The purpose of this study is verifying path model and mediation effects that relational benefits mediate social welfare services use and user's satisfaction. Data collected to merit social welfare service user who utilize Seoul city 4 municipality 13 Dong Community Center by interview questionnaire, and 276 case were analyzed. As a result, the relational benefits scale is constructed of 2 factors which one is customer benefit and the other is cost saving benefit, and the scale of service user's satisfaction was confirmed by one factor. Specially, the customer benefit has a suitable goodness of fit in the path model(TLI=0.98, RMSEA=0.01). Customer benefit influences positive on the service satisfaction directly, but also mediate between the designated public social worker, service sufficiency and service user's satisfaction. Though this study, possibility that relational benefit which is developed in business and private professional sector can apply to public sector.

It has been emphasized that the strengthening public service accountability through customer satisfaction and the importance of relation between service providers and service users in the professional job areas. The purpose of this study is verifying path model and mediation effects that relational benefits mediate social welfare services use and user's satisfaction. Data collected to merit social welfare service user who utilize Seoul city 4 municipality 13 Dong Community Center by interview questionnaire, and 276 case were analyzed. As a result, the relational benefits scale is constructed of 2 factors which one is customer benefit and the other is cost saving benefit, and the scale of service user's satisfaction was confirmed by one factor. Specially, the customer benefit has a suitable goodness of fit in the path model(TLI=0.98, RMSEA=0.01). Customer benefit influences positive on the service satisfaction directly, but also mediate between the designated public social worker, service sufficiency and service user's satisfaction. Though this study, possibility that relational benefit which is developed in business and private professional sector can apply to public sector.

Relational benefit, Public social welfare services, Users' satisfaction, key words: Path model, Mediation effects