공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 1 노 동 정 책 연 구 2002. 제2권 제1호 pp.125~153 c 한 국 노 동 연 구 원 공공직업안정서비스 고객만족도 평가 및 결정요인 유 길 상 임 동 진 20,, : 2002 1 10, :1 23, 1 29. ** (ksyu@kli.re.kr) ** (ncdjlim@kli.re.kr)
2 노동정책연구2002년 제2권 제1호.,,,,,,, (reflexivity) (, 2000:19 ;, 2000: 22-25 ;, 2000).,. (, 2000;, 19961999;, 1997;, 1996;, 1997;, 1998; Peters & Pierre, 1998).. IMF 9%(1999. 2 ) 3.4%(2000. 10 )..,,, (, 2001)..,. 1997 IMF (Public Employment Service: PES) 1) 52 141(1997 2 ) 157 2,500(2000. 4 ). 1) 4 1.,,,.
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 3. 2),..,?,,? Kotler and Andreasen(1996), Chapman and Cowdell(1998) Titman(1995). Andreasen(1996), (Walsh, 1995; Issac-Henry, K., Painter, C. and Barnes, C., 1993). Chapman(1998),. (Kotler & Andreasen, 1996; Chapman & Cowdell, 1998; Titman, 1995). Peter and Waterman. () 2) Lucy (,,, ), (,,,, ), (,,, ), (,,, ) (William H. Lucy & Denniss Gilbert & Gurthrie S. Birkhead(1977: 687697)). Lucy,.
4 노동정책연구2002년 제2권 제1호 (, 1966: 88; OsborneGaebler, 1992: 177179). (Babin & Boles, 1998: 79)..,. () () (citizen satisfaction), (customer satisfaction). (citizen survey) (, 1999: 22). 1970. (Voice of the Citizen: VOC), (Stipak, 1983; Fitzrald Robert, 1980; Brown Coulter, 1983; Rosentraub Thompson, 1981)..,,. () (, 1996;, 1997;, 1998;, 1999). ()
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 5.,.. (), ().., (general citizen) (general citizsen evaluation) (specific clients) (client evaluation) 3).,,, (, 1998: 1416). : (1998: 15) ( /) ( / ) (Brudney & England, 1982: 127135).,., 3) (client evaluation),,,,, (, 2000).
6 노동정책연구2002년 제2권 제1호.,.,.,.,,.,, (Johnson & Lewin, 1984). (Poister & Henry, 1994;, 2001). (, 2000)., (Brown & Pyers, 1988)., (2001),,,,, (1997), (, 1998)., (Fitsgerald & Durant, 1980),, (Brown & Coulter, 1983),,,,, (Robert, 1984),,,,,,,,,, (NCC, 1986),,,,,, (Deakin & Wright, 1990). 4) 4),,,.,,
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 7,,, < 2>. - - - - - - -, - (122 20 ).,.. 2000 34, (1,102 1,092: 99.1%) 1,092 5).. 5),,,,
8 노동정책연구2002년 제2권 제1호,,, Likert 5 (: 1, 3, 5 ).,, (ANOVA), OLS.,,,,,,,,,,,,,,,,,,,,,, () 60.2%, 39.8%. 20 40.7%, 30 22.8%, 40 22.6%, 50 13.98%. 13.8%, 37.88%, 22.8%, 4 24.2%, 1.4%., 49.7%, 44.4%, 2.7%, 2.6%., 53.9%, 46.1%. 6),,, (, 1, 55 ). 6 4, (40, 40 ) 7 3 8 2, 20%. 6),,,
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 9 68.9%, 15.9%, 9.8%, 5.2%., 24.0%, 17.3%, 15.1%, 14.6%, 14.4%, 9.0%. 24.7%, 13.6%. (%) (%) (N=1,092) (N=1,090) (N=1,089) (N=1,091) (N=1,091) (N=928) 657 60.2 (N=964) 167 17.3 435 39.8 146 15.1 1829 444 40.7 3039 249 22.8 4049 246 22.6 50 151 13.9 150 13.8 412 37.8 (N=1,092) 231 24.0 141 14.6 139 14.4 87 9.0 53 5.5 270 24.7 248 22.8 104 9.5 4 264 24.2 62 5.7 15 1.4 63 5.8 484 44.4 39 3.6 542 49.7 40 3.7 8 0.7 28 2.6 29 2.7 588 53.9 503 46.1 639 68.9 148 15.9 91 9.8 48 5.2 2 0.2 20 1.8 149 13.6 55 5.0 29 2.7 37 3.4 66 6.0 34 3.1 62 5.7 62 5.7 - - -, 1,,, 1. 7) 1,092.
10 노동정책연구2002년 제2권 제1호, 44.4%,,, 21.8%,, TV, 12.4%,,, 8.8%,, PC 8.5%. 0.6%, 2.9% 45% 8).,,,,,. 4,, PC,. 4 (N),, 1.4 6.1 13.8 11.0 33.3 8.8(95),, 40.5 24.8 14.2 14.4 13.3 21.8(236) 34.5 49.3 44.9 43.6 13.3 44.4(480) 0.7 0.7 0.4 0.4-0.6(6), TV, 12.8 13.0 13.4 10.6 6.7 12.4(134) 6.8 1.7 2.4 2.7 6.7 2.9(31), PC 0.7 4.2 10.9 16.3 26.7 8.5(92) 1.4 0.2-0.8-0.5(2) 1.4 - - 0.4-0.3(3) (N) 100.0(148) 100.0(408) 100.0(247) 100.0(264) 100.0(15) 100.0(1082) 8)..? (1999), 14.0%, (2001. 12. ) 10.0%,..
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 11, 53.1%, 25.0%, 13.5%, 6.6%,., 20 30, 40 50, 40., 68.8%, 15.9%, 9.8%, 5.1%, 90.6%, 5.3%, 2.5%, 1.6%. 9), - (mismatching). 1829 3039 4049 50 (N) 27.1 35.2 18.0 13.4 25.0(268) 52.4 43.7 56.1 65.8 53.1(568) 12.0 12.6 18.4 11.4 13.5(144) 6.2 6.9 6.3 8.1 6.6( 71) 2.3 1.6 1.3 1.3 1.8( 19) (N) 100.0(435) 100.0(247) 100.0(239) 100.0(149) 100.0(1070) 2 =40.35, df=19, p=.000 9) 1997. 1997 54% 1998 53.0% 1999 3 49.5%, 2000 48%, 50% (, 2001: 15).
12 노동정책연구2002년 제2권 제1호 1997. 1998. One-Stop Service,.,.. 1997 2 52 IMF 2001 12 168, 7.. 1997 2 2001 11. 1997 2 1999 30 1 2001 18. 1997 5 3 1998 2001 36. 1997 3 2001 5 7 19., (, 2001).
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 13 1997 1998 1999 2000 2001 (A) 245,223 (20,435) 410,005 (34,167) 1,139,884 (94,990) 1,360,320 (113,360) 1,356,576 (113,048) (B) 243,467 (20,289) 2,130,687 (177,557) 3,620,744 (301,729) 2,714,689 (226,224) 2,272,557 (189,379) (C) 644,295 (53,691) 2,356,881 (196,407) 4,123,670 (343,639) 3,882,762 (323,563) 4,341,464 (361,788) (D) 36,425 (3,035) 157,442 (13,120) 485,566 (40,464) 696,652 (58,054) 694,321 (57,860) (A/B) (C/B)*100 : 1). ( ). :. (D/B)*100 (D/A)*100 (D/C)*100 1.01 264.63 14.96 14.85 5.65 0.19 110.62 7.39 38.40 6.68 0.31 113.89 13.41 42.60 11.78 0.50 143.02 25.66 51.21 17.94 0.59 191.03 30.55 51.18 15.99 PES 1) () (1990) (1990) (1990) (1991) (1992) (1999) 2) () 7,980 2,157 300 6,792 1,987 1,140 () 1,356 1,532 205 3,690 1,459 486 (%) 17 71 68 54 73 43 3) () 10,882 6,254 927-102 3,306 /(%) 12.5 24.5 24.8 4.8 24.3 14.7 : 1),. 2) http:\\www.work.go.kr. 3) 1999. : (2001), (1997), Walwek(1995). ( ), (1991) 4.8%, (1992) (1992), (1992) 24%, (1990) 12% (1999) 14.7% 1990
14 노동정책연구2002년 제2권 제1호.. 27%, 51%, 32%, 9.2%, (, 1997: 445). 2.80. 3.4, 2.2 10)., 50 3.6 40 3.4, 30 3.1, 20 2.3,..., 19. 13 2.3, 46 2.6, 79 2.4. 2 4.2., 3 2 2,,.. 10), 32.0%,. (),, 17.6, 16.1.
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 15, Profiling 11). () () 1829 2.33 278 F=3.52 P<.05 4049 3.40 185 2.86 111 F=.010 2.76 278 P>.01 2.79 159 4 2.78 170 () () 3.40 443 F=233.51 3039 3.07 164 2.24 287 P<.01 13 2.26 243 50 3.61 103 46 2.59 107 F=3.21 79 2.43 51 P<.05 1012 2.98 59 1318 3.24 58 1924 3.95 21 2 4.19 81 2.70 10 2.78 620 16.95., 30 40 18.88, 18.17, 20 15.25, 50 16.33, 30 40., 18.55, 16.97. 3040, ()., 3.48 11),., (profiling) (, 2001: 78)., 1993 2 (, 1998: 267268).
16 노동정책연구2002년 제2권 제1호. 12),,.. 20 30 3.40, 40 50 3.57 3.67,. () () 15.93 112 F=2.71 18.55 280 P<.05 14.92 155 4 16.97 168 14.50 10 () () 1829 15.25 275 F=4.04 3039 18.88 160 P<.01 4049 18.17 185 50 16.33 105 16.95 725 () () 3.83 134 F=6.60 3.52 364 P<.01 3.06 222 4 3.06 241 3.05 13 () () 1829 3.40 397 F=3.58 3039 3.40 225 P<.05 4049 3.57 217 50 3.67 136 3.48 975, 3.86., 4.10, 12) (, 2001).. 1997,.
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 17 3.97, 3.92. 3.48,. (1) (2) (3) (4) (5) (N) (mean) 0.0 1.8 28.6 46.4 23.2 100.0(112) 3.97 0.4 3.5 26.7 41.8 27.7 100.0(285) 3.92 1.2 5.6 28.4 46.3 18.5 100.0(162) 3.75 4 0.6 6.0 26.3 46.1 21.0 100.0(167) 3.80 0.0 0.0 20.0 50.0 30.0 100.0(10) 4.10 0.5 4.2 27.2 44.6 23.5 100.0(736) 3.86 2 =12.35, df=16, p=.719, 56.8%, 16.6%, 10.6%. (, 2001),,., 13).., 66.9%, 12.0%, 6.2%, 13), 1, 2,500..
18 노동정책연구2002년 제2권 제1호 (N) 3.6 17.9 53.6 14.3 10.7 100.0(28) 8.2 11.0 61.6 12.3 6.8 100.0(73) 17.4 6.5 52.2 19.6 4.3 100.0(46) 4 10.0 10.0 56.0 22.0 2.0 100.0(50) 0.0 0.0 50.0 0.0 50.0 100.0(2) 10.1 10.6 56.8 16.6 6.0 100.0(199) 2 =18.41, df=16, p=.300, 3.8%,,.,,,. (),. (N) 67.4 8.5 2.1 10.6 2.1 3.5 2.8 0.0 2.8 100( 141) 66.2 6.5 2.3 9.9 4.4 4.2 2.9 1.0 2.6 100( 385) 73.2 5.1 1.7 14.0 1.3 1.7 1.7 0.4 0.9 100( 235) 4 62.2 5.5 3.1 13.8 6.3 5.1 2.4 0.0 1.6 100( 254) 57.1 7.1 0.0 28.6 0.0 7.1 0.0 0.0 0.0 100( 14) 66.9 6.2 2.3 12.1 3.8 3.8 2.4 0.5 1.9 100(1029) 2 =35.67, df=32, p=.300 56.5%
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 19 (671). 3.64., 4.01, 2.98.,, 20 50,., 1.3,.,.,,. ( ),,. 14)., ().., 2.74,.,,, 3.10.,,. 33.3%, 28.1%, 14.4%, 10.5%, 6.7%.,, 14).,.,..
20 노동정책연구2002년 제2권 제1호 () () 4.01 373 F=4.37 P<.05 2.82 74 F=.823 P>.05 3.92 151 4 3.26 150 3.50 6 () () 1) 4.55 163 F=5.67 2.98 239 3.26 448 P<.05 1829 3.51 257 F=.286 3.44 221 3039 3.40 145 P>.05 4049 3.17 127 50 3.75 73 3.64 602 () () () () 2.71 374 F=.93 2.63 164 F=3.11 2.79 237 P>.05 2.78 447 P>.05 1829 2.85 261 F=3.38 2.79 73 F=2.00 3039 2.76 146 P<.05 2.64 228 P>.05 4049 2.54 130 2.74 153 50 2.65 73 4 2.87 150 2.62 328 F=7.03 3.33 6 2.85 244 P<.05 3.10 39 2.74 610, 3040, 20 50,.,,..., 3.34, 3.94
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 21. 3.07, 3.29. 2.53, 2.89. (N) 25.9 33.3 0.0 11.1 18.5 11.1 100( 27) 36.8 23.9 14.5 8.5 7.7 8.5 100(117) 25.7 39.2 16.2 12.2 0.0 6.8 100( 74) 4 40.0 21.5 16.9 12.3 7.7 1.5 100( 65) 0.0 0.0 50.0 0.0 0.0 50.0 100( 2) 1829 28.3 25.5 19.8 14.2 6.6 5.7 100(106) 3039 40.3 29.2 9.7 6.9 5.6 8.3 100( 72) 4049 37.1 27.1 12.9 10.0 7.1 5.7 100( 70) 50 28.9 34.2 10.5 7.9 7.9 10.5 100( 38) 33.3 28.1 14.4 10.5 6.7 7.0 100(285) 2=10.96, df=15, p=.755 6.8 15.2 30.4 32.8 14.9 100( 983) 3.34 1.3 3.9 22.7 42.2 30.0 100(1,037) 3.94 9.1 20.3 39.1 21.9 9.6 100( 616) 3.07 4.4 16.6 35.7 32.2 11.1 100( 814) 3.29 11.9 36.3 40.3 10.2 1.49 100(1,012) 2.53 10.4 26.9 34.4 20.4 7.9 100( 901) 2.89 15), 16)
22 노동정책연구2002년 제2권 제1호,,.,, ( =0, =1), (=0, =1), (=0, =1),, (=0, =1), ( =0, =1),,,.,, 120.21, 9.82, 3.44, 16.95, (5 ) 3.35. 1, 2,. 2,,,. Beta,.232,.180, -.177,.143..,. 15). =( ++ + + + + + )/8. 5.,. 1. 16). (social access model) (Williams, 1971). (personal contact model) (Thomas, 1982), (service delivery model) (Lineberry, 1977)..
공공직업안정서비스 고객만족도 평가 및 결정요인(유길상임동진)) 23 () () (=16) () () () () Mean 120.21 9.82 12.9 3.44 2.78 16.95 3.35 Std.Deviaton 80.82 13.42 2.76 4.53 3.67 11.93.54 Skewness 6.79 4.29-1.16 5.72 5.85 1.83 -.15 Minimum 20.0 1.0 0.0 1.0 1.0 1.0 1.75 Maximum 1500.0 156.0 18.0 50.0 50.0 90.0 4.63 1 2 B Beta t Sig B Beta t Sig -1.65E-3 8.8E9-4 -.123 9.19E-2.176 1.61E3-1.5E-2-2.0E-2-7.5E-3 2.5E-2 7.5E-3 -.108 -.014 -.103.107.152.007 -.014 -.019 -.076.237.183-2.389 -.179-1.214 1.676 2.033.109 -.081 -.197-987 2.997 2.833.018.858.226.095.043.913.935.844.325.003.005-1.57E-3 - -.119 9.2E-2.164 - - 1.16E-2-6.9E-3 2.5E-2 7.3-E-3 -.177 - -.100.107.143 - -.011 -.071.232.180-2.595 - -1.461 1.729 2.057 - -.145 -.933 3.010 2.855.010 -.146.085.041 - -.885.352.003.005 Constant 3.047-10.375.000 3.138-25.440.000 R 2 =.131, F=2.794, Sig=.000 R 2 =.143, F=4.229, Sig=.000 1997 IMF.,
24 노동정책연구2002년 제2권 제1호. (),,,,.., 3.35,., 3.86, 3.48. 56.8%, 16.6%, 10.6%,. (), -.,, 2.74,.,. 33.3%, 28.1%, 14.4%, 10.5%, 6.7%.., 3.34, 3.94. 3.07, 3.29. 2.53, 2.89
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