| Abstract |
| As the importance of design sector in service area is increased and the customer experience makes values for users; it began to have a lot of attentions. Especially the public services brought changes to introduce the concept of user-centric administration marketing. The main purpose of this study is to identify improvement of service design through the evaluation of public services user based. The research measured the Importance-satisfaction in touch points to meet the public service and users. It was derived a priority improvement to public service. The research was conducted by online surveys, and a total of 500 respondents answered with seven public services. The questionnaire consisted in the 3455 responses. This Importance-satisfaction evaluation`s research results used by SPSS 16.0 Version, and public service has been evaluated for user-centric by the analysis of IPA (Importance-Performance Analysis). The initial results of the study showed significant differences between various demographic characters on importance-satisfaction of public service. The results would be useful information to design proposal customized service to users. Also, public services which are considered highly importance before using services and are given low satisfaction after using services were showed touch point to improve first. These results can present a problem to solve with service design approach for user satisfaction in the field recently became a big issue. |
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| Key Words |
| 서비스 디자인, 공공서비스, IPA 분석, Service design, Public service, IPA |
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