PCSI 모델기반 무선국검사 서비스의 고객만족도 개선방안 연구

초록

This study empirically identifies the quality factors and the causal pathways that influence customer satisfaction with the radio station inspection service, a technology-based administrative service provided by a public institution. Using the Public-sector Customer Satisfaction Index (PCSI) 2.0 model as the analytical framework, the study examines how service quality (product, delivery, and environmental quality) and social responsibility affect customer satisfaction, with service comparison evaluation as a mediating variable. Based on data from 1,212 users nationwide, partial least squares structural equation modeling (PLS-SEM) was employed to verify path coefficients and mediating effects. The results reveal that environmental quality and social responsibility significantly influence customer satisfaction through the service comparison evaluation, identified as a key mediating factor. Furthermore, importance-performance map analysis (IPMA) highlights environmental quality and service comparison evaluation as critical improvement priorities. This study provides empirical evidence for enhancing quality management in technology-driven public services, and practical implications for customer-centered administrative innovation.

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