한국지방행정연구원

The Korea Local Administration Review

Year
2007-12
Author

Citizen Satisfaction Assessment Utilizing the Importance Performance

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The purpose of this study is to improve methodology and usability of citizen satisfaction assessment through the Importance Performance Analysis(IPA). To compare each area of public service relatively, we classified public service into seven area; i.e., civil appeal, land register, tax, cleaning & environment, health & medical service, transportation, sanitation. We integrated respondents both citizen and public personnel to produce importance of public service objectively. We can compare seven-classified public service each other by the Importance Performance Analysis. This study is to contribute to rational budget distribution and policy making reflecting the public demand.