공공서비스 만족도에 미치는 영향요인 도출- 소프트웨어인증 컨설팅 지원서비스를 중심으로

초록

The paradigm of public administration has shifted from government-led control and regulation to a service- and participation-oriented model that treats citizens as customers and prioritizes convenience. Public services—provided by governments and public institutions to enhance quality of life and public interest—have expanded from traditional domains such as security and infrastructure to areas including welfare, education, environment, and digital governance. In this context, public service satisfaction can be understood as a comprehensive user attitude formed through evaluation of both service processes and outcomes. This study adopts a single case study design, integrating quantitative survey data and qualitative responses, to identify factors influencing public service satisfaction. It examines the value of the SP Certification Pre-Consulting program, its satisfaction formation mechanisms, and institutional improvement needs. The findings indicate that satisfaction with software certification consulting services is shaped by multidimensional factors such as professionalism, timeliness, problem-solving utility, and support for institutional understanding. Furthermore, the impact of consulting-type public services appears in the short term as improved satisfaction and comprehension, and in the medium term as enhanced internal processes and stronger certification readiness.

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