부산대학교 도서관

The paradigm of current policing is, beyond the framework focusing exercise of police powers and relief of public damages, changing to the public convenience-oriented administration considering the public as customers, who are objects of policing, and meeting their needs. In concert with this shift of paradigm, the Korean National Police Agency surveys and evaluates the public’s satisfaction with the police service twice a year, and the researches on the improvement of the police service, using this survey data of the Korean National Police Agency, are actively conducting. The Majority of the existing researches on the improvement of public’s satisfaction with the police service shows merely that there is a correlation between public’s satisfaction and police service factors. The results of these researches indicate clearly the orientation of improvement of police service. However, they don’t establish the priority and limitation of factors influencing the public’s satisfaction with the police service. Compared to the existing researches, the purpose of this study is to establish priority and limitation of factors influencing the public’s satisfaction with the police service in order to improve the satisfaction of police service. To carry out this study, the questionnaires were conducted on 202 civilians who visit the Seongnam Sujeong Police Station and the needs analysis method was used. According to the results from the need analysis, six factors including 'kindness', 'notice' and 'convenience facilities' were selected among the 26 measuring factors to be improved for service satisfaction. Next 9 factors including 'improvement of process', 'quick handling’ ranked as second priority. Compared to the existing researches, which mainly focused on correlation-based analysis, this study has significance in settling limits to the factors that should be improved.