The Korea Local Administration Review

With growing importance of customer satisfaction in the public service, the attempts to approach fire services in terms of customer satisfaction are also increasing. This study starts from the argument that the internal customer satisfaction of fire officers is indispensible for the provision of satisfactory fire services to the people. According to the analysis, internal customer satisfaction has generally stayed at a very low level, and the satisfaction levels on salary and working conditions are remarkably lagging. Among the determinants of overall internal customer satisfaction, job factor and organizational culture factor have the strongest impact, and the factors such as payroll, personnel management, and backup system follows these two main determinants. Based on this research, concrete policy measures to enhance fire officers' internal customer satisfaction could be deliberated and promoted. It could be possible to provide satisfactory fire services to the people, only through this kind of positive efforts.