목차

Ⅰ. 서론 ·························································································································1
1. 연구의 배경 및 목적 ·························································································1
2. 연구내용 및 방법 ·······························································································2
3. 선행연구 ···············································································································3
Ⅱ. 이론적 배경 ···········································································································7
1. 기록정보서비스 ···································································································7
1.1 기록정보서비스의 개념 ·················································································7
1.2 기록정보서비스의 범주화 ·············································································8
2. 공공기관 고객만족지수(PCSI) ·········································································10
2.1 PCSI의 개발배경 ···························································································10
2.2 PCSI의 개념 및 구조 ···················································································12
2.3 PCSI의 적용사례 ···························································································17
Ⅲ. 연구설계 ···············································································································19
1. 평가문항 적용 ···································································································19
2. 평가기관 선정 ···································································································22
3. 평가 실시 ···········································································································23
Ⅳ. 평가 결과 ···············································································································24
1. 응답자 특성 ·······································································································24
2. 만족지수 분석 ···································································································26
2.1 전반적 만족 ···································································································27
2.2 요소 만족 ·······································································································29
2.3 사회적 만족 ···································································································31
3. 성과지수 분석 ···································································································32
3.1 기관성과 ·········································································································33
3.2 사회성과 ·········································································································35
4. 품질지수 분석 ···································································································35
4.1 상품품질 ·········································································································37
4.2 전달품질 ·········································································································41
4.3 환경품질 ·········································································································44
4.4 사회품질 ·········································································································48
5. 종합적 분석 ·······································································································52
Ⅴ. 결론 ·······················································································································56
부록 ······························································································································58
참고문헌 ······················································································································67
Abstract ·······················································································································70