Analysis on User Expectation and Satisfaction Toward Public Community Centers and the State of Use as Public Service Facilities

The physical environment is one of several service characteristics that are important contributors to service quality. As far as public service buildings, public community facilities serve as arenas for education, social interaction, leisure, and health activities for community districts. The purpose of this study was to investigate the physical state of public community facilities and use of public community facilities in Seoul and Suwon and to identify expectations of users toward the physical environment and service aspects. Site visits to four public community facilities were conducted and surveys were distributed for this study, with one hundred ninety two questionnaires analyzed. Results suggest that in order to provide more equal benefits and service to the public, cities should provide several smaller instead of one large complex community facility. Additionally, facility users indicated large gaps between their expectations and the current state of facilities due to lack of storage, noise and difficulty of use. In general, physical characteristics should be improved rather than employee's attitudes and service behaviors, resulting in greater service quality.

공공서비스시설로서의 구민회관에 대한 사용자 이용현황과 요구도 및 만족도 분석