토지행정서비스의 고객지향성 향상에 관한 연구 - 지적직 공무원과 주민의 인식차이분석을 중심으로 -


A Study on?Customer Orientation of Land Administration Service - An Analysis of the Perceptional Difference Between Cadastral Official and Civilian -

김행종, 오정석

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The objective of this research was to investigate and analyze the degree of the perceptional difference concerning customer-orientation of cadastral officers and civilians in order to implement the customer-orientation successfully. This research intended to measure the true successfulness of customer-oriented management recognized by civilians towards cadastral officers. The factors employed to analyze were responsiveness, convenience, communication, appraisement and amendment, satisfaction, and trust.In all categories investigated, large discrepancies were found between cadastral officers and civilians. That is, while cadastral officers thought their services were customer-oriented attitude of cadastral officers. Though this studies, it is indicated that cadastral officers' consciousness toward the general public is the key to improve the satisfaction of customer oriented land administration services. Effects of this study are follows; First, The study showed that cadastral officers and civilians differed from customer-oriented attitude; responsiveness(2.899, p<.005), convenience (4.525, p<.001), communication(5.882, p<.001), appraisement and amendment(2.658, p<.01), satisfaction(3.947, p<.001), and trust(7.522, p<.001). Second, In order to implement the customer-orientation successfully, Cadastral officers must demand the mind of customer-orientation, the improvement of the cadastral administration service, partner-ship with civilians, systemic improvement ofappraisement and amendment.


 1. 서론
 2. 이론적 논의
  2.1 토지행정서비스
  2.2 고객지향성
  2.3 선행연구검토
 3. 분석모형 및 조사설계
  3.1 분석모형
  3.2 변수의 조작적 정의
 4. 실증분석
  4.1 조사대상의 일반적 특성
  4.2 고객지향성에 대한 전반적 인식도 분석
  4.3 고객지향성 구성변수에 대한 인식도 분석
  4 .4 분석결과 및 시사점
 5. 결론


  • 김행종 Kim, Haeng-Jong. 한국토지공사 토지연구원 수석연구원
  • 오정석 Oh, Jung-Seok. 한국토지공사 토지연구원 위촉연구원


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