Ⅰ.조사의 배경 및 목적...1 1.시민평가제도의 의미...1 2.시민만족도 조사의 배경과 목적...1 3.시민평가제도의 기능...3 4.시민평가제도 추진 경과...5 5.조사결과의 활용...7 6.성과...8 Ⅱ.시민만족도 이론적 배경과 측정 모델...9 1.시민만족도 개념과 이론적 모델...9 2.시민만족도 측정 모델...10 Ⅲ.조사개요...22 1.분야별 조사설계와 표본 특성...22 Ⅳ-ⅰ.서비스 부문별 만족도 분석 요약...51 1.서울시 종합...51 2.서비스 부문별 성과...53 Ⅳ-ⅱ.서비스 부문별 만족도 분석...63 1.종합만족도 결과...63 2.민원행정...63 3.보건의료...83 4.사회복지관...96 5.세무행정...112 6.청소...130 7.계약 및 지출...143 8.공공도서관...160 9.노인복지관...172 10.보육시설...183 11.여성발전센타...195 12.장애인 복지관...207 13.청소년 수련관...220 14.체육시설...232 Ⅴ-ⅰ.전년도 대비 종합만족도지수 비교 분석 요약...244 Ⅴ-ⅱ.전년도 대비 종합만족도지수 비교 분석...249 1.전년도 대비 서비스 부문별 종합만족도 비교...249 2.민원...254 3.보건의료...263 4.사회복지관...270 5.세무행정...277 6.청소...284 Ⅵ.공공서비스 만족도 제고를 위한 정책 방안...292 1.전반적인 평가...292 2.서비스 부문별 만족도 제고방안...297