• Proceedings of the Korean Society for Noise and Vibration Engineering Conference
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• 2014.10a
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• pp.693-697
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• 2014

본 연구는 민원인(아래층)과 피민원인(윗층)간 전문상담사의 중재를 통해 층간소음 문제를 해결하는 층간소음 현장관리시스템의 실효성을 검증하였다. 민원인(아래층)과 피민원인(위층)의 층간소음 피해경향을 분석한 결과, 4,087건 중 80%에 해당하는 3,254건의 민원인들은 층간소음 발생장소를 바로 윗층을 지목하는 것으로 나타났고, 반면에 15%에 해당하는 피민원인들(윗층)은 피해를 받는 원인이 소음이 아니라 피민원인의 전화나 방문 등을 통한 잦은 항의를 지적하는 것으로 분석되었다. 1,304건의 현장 방문 민원건수 중 80%에 해당하는 1,050건을 대상으로 현장방문 컨설팅 전 후의 층간소음 저감 등 만족도 조사결과, 약 683건에 해당하는 65%정도의 민원인은 층간소음 현장관리시스템에 만족하고 있는 것으로 평가되었다.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2021.10a
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• pp.156-158
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• 2021

An initial local government center received direct asking from citizens, wrote the documents by hand, and issued them. Later the appearance of computers, printers, and faxes made it possible to handle civil complaints through copying. Since 2010, as the e-government has started, entering civil service requests into computers after identification by themselves and printing the results has become established. In addition, with the introduction of unmanned administrative services, civil services become available in various places, which causes the increased satisfaction of citizens. One of the services is an unmanned civil service issuing machine, and more than 20 kinds of documents, including a copy of resident registration, can be issued directly. Of course, additional help may be needed if citizens are not familiar with the latest technologies. However, the unmanned civil service issuing machine is a highly satisfactory way in that it is less time-limited as citizens can visit a community center or city hall after the end of work. However, the main problem is that resident registration numbers and fingerprint recognition are required depending on the type of issuance, which increases the inconvenience of handling citizen complaints and is shunned. To solve this problem, we aim to study a method for improving the fingerprint recognition method of unmanned civil service issuing machines by expanding personal identification.

• Journal of the Korean Society for Library and Information Science
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• v.34 no.4
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• pp.5-26
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• 2000

The purpose of this study was to measure performance of university libraries, especially investigating the components of service quality and their relationship to the customer satisfaction. The result of the study was summarized as follows: First, the factors on satisfaction of library service revealed 12 factors such as access of information, quality of employees, suitable collections, issues related to civil petitions, equipments and facilities, timeliness, operating hours, use of information technology, library user education, reference service, public relation and individual service. Second, the factors of library service on customer satisfaction showed the following primary factors: suitable collections, issues related to civil petitions, access of information, equipments and facilities, timeliness, public relation, reference service, operating hours, and individual service. Third, the components of library service on customwe satisfaction showed the following primary components: availability, the number of books and journals, facilities of air conditioning, public relation, usefulness of retrieval system, waiting time for Internet use, operating hour, speed of repairs, receipt of civil petitions, use of non-book materials.

• Journal of the Korean Association of Geographic Information Studies
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• v.26 no.1
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• pp.11-20
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• 2023

Traditionally, surveys or interview studies have been used to measure satisfaction factors for public services. This method focuses on the simple frequency of civil complaints and does not consider the aggravation of emotions implied in civil complaints. As a result, it is difficult to judge the urgency of civil complaints and the severity of grievances experienced by civil petitioners. This study aims to calculate the negative emotional value of collective complaints by using the happiness score for each word on the Hedonometer. The Anti-Corruption and Civil Rights Commission applied a Hedonometer to the top civil complaint topics and related keyword data by region in 2021 to calculate negative sentiment values by subject of civil complaints, and visualize the distribution by region. Using the negative emotional values derived from the results of this study, the severity of emotions contained in civil complaints can be considered. It is also expected to be helpful in determining the urgency of civil complaints and the severity of grievances experienced by civil petitioners.

• Communications of the Korean Institute of Information Scientists and Engineers
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• v.22 no.11
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• pp.21-29
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• 2004

• Journal of the Korea Society of Computer and Information
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• v.14 no.8
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• pp.107-116
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• 2009

To establish efficient e-government and to improve the quality of public services, online public services are in operation in every administrative organization. However, due to the lack of analysis and connection between each government organization, the satisfaction of the civil users has not been improved very much. This research presents the core components of Integrated Management Model for Public Services, which can minimize the time for processing public services and the expenses for administrative procedure, based on the example of N Ministry. For this purpose, it analyzes current process of the public services to find out underlying problems, deduces requirements for improvement, presents and implements the design principles of Integrated Management System for Public Services. The efficiency of this Integrated Management System was proven with the analysis from the viewpoints of civil users, internal service representatives, and their managers.

• Proceedings of the Korean Society for Information Management Conference
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• 2014.08a
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• pp.217-220
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• 2014

본 연구는 공공도서관과 이용자 간 커뮤니케이션 채널인 민원을 청원/건의와 불만표현의 두 가지 성격을 지닌 행위로 이해하고, 영향을 미치는 요인을 도출하는데 그 목적이 있다. 이를 위해 질적방법론에 기반하여 6명의 공공도서관 이용자를 대상으로 심층 인터뷰를 진행하였다. 그 결과 민원에 영향을 미치는 요인으로 물리적 조건, 서비스 적절성, 장서 적절성, 소통빈도 및 방향성등을 도출하였다. 이러한 민원의 기능적, 관계 구조적 요인의 도출을 통해 도서관민원의 만족도 제고를 위한 기능개선 도구로서 뿐만 아니라, 도서관과 이용자간의 양방향 소통채널의 하나로 도서관에 대한 인식 제고의 도구로서의 가능성을 논의하였다.

• Proceedings of the Korean Institute Of Construction Engineering and Management
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• 2006.11a
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• pp.718-721
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• 2006

The purpose of this study is to propose the way of decreasing frequently-occurred complaint by offering proper sale information at subscription phase based-on post-occupancy satisfaction survey. For this purpose, questionnaire surveys of residents were conducted to analyze their cognition of apartment sale information at subscription phase. and deduce appropriate sale information. The results can be summarized as followings: 1) It provides well-managed apartment sale information as utilizing checklists which is based on important items that effects on apartment inhabitants' satisfaction in apartment sale marketing. 2) It establishes a specific management standard of proper items of apartment sale information. 3) It manages and provides apartment sale information by making checklists of apartment sale information which consumers needs in their actual necessities.

• Journal of the Korean Society of Surveying, Geodesy, Photogrammetry and Cartography
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• v.36 no.2
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• pp.95-104
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• 2018

This study has the purpose of suggesting the method to analyze the spatiotemporal change of satisfaction concerning the officially assessed land price using geostatistical analysis. Analyzing the spatial distribution characteristic of officially assessed land price using present GIS (Geographic Information System) or is staying at qualitatively suggesting the improvement method of the officially assessed land price system. Grouping the appeal strength based on the official price and opinion price of officially assessed land price, GIS DB (Database) was constructed and the time seriate satisfaction were analyzed and compared through spatial density analysis and spatial autocorrelation analysis. As a result, it was found that the difference between the official price and the applicant's price differed depending on individual land, but most of the respondents requested the increase or the reduction of the average land price, which resulted in a large number of request. Analyzing the satisfaction of the officially assessed land price by using GIS, it was known that satisfaction of officially assessed land price could be analyzed by using the difference of the opinion price and not only the officially assessed land price. Spatiotemporal change of officially assessed land price satisfaction was known to be possible through spatiotemporal pattern analysis method such as spatiotemporal auto-corelation analysis and hotspot analysis etc using GIS. In short, regionally positive or negative significant relationship was investigated through spatiotemporal analysis using annual data.

• Journal of Korea Port Economic Association
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• v.29 no.2
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• pp.211-238
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• 2013

The Port Logistics Information System (Port-MIS) is the system that processes all of port management such as entry and departure of ships, using facilities within ports, port traffic control, cargo entering and carrying and tax collection in 31 trade ports over the whole country. Lately, The Port Logistics Information System (Port-MIS) has been reformed as a WEB-based system and established basis to provide real time information support structure, diversification of civil complaint system, and optimized civil complaint service by using wire and wireless internet. The typical study on the Port Logistics Information System was C/S program and EDI-centered. But it has significance to study on service quality measurement of WEB Port-MIS that has been served as a new web-based platform since April 2010, for there was no such a study until now.