Ⅰ.조사 배경...3 1.조사 배경 및 목적...3 1.1 조사 배경...3 1.2 조사 목적...4 1.3 조사의 추진방항...4 2.조사 설계...5 2.1 조사 대상...5 2.2 조사 방법...5 2.3 표본 설계 및 추출방법...6 2.3.1 표본 규모...6 2.3.2 표본 추출 방법...6 2.3.3 세부 표본 구성...6 2.4 표본 오차...6 2.5 조사 기간...6 3.면접원 선발 및 실사 진행...7 3.1 면접원 선발 및 실사 진행...7 3.2 실사진행 및 감독...7 3.3 검증 및 검수...7 3.4 자료처리 및 집계...7 4.주요 조사 내용...8 4.1 시청...8 4.2 구청...9 4.3 2001년과 비교한 조사 내용...10 5.종합만족도 산출 방식...11 5.1 차원 만족도 산출식(100점 만점 기준)...11 5.2 종합 만족도 산출식(100점 만점 기준)...11 5.3 중요도...11 6.측정도구의 평가...13 6.1 시청...13 6.1.1 신뢰성 평가...13 6.1.2 타당성 평가...13 6.2 구청...15 6.2.1 신뢰성 평가...15 6.2.2 타당성 평가...15 6.3 회귀분석을 통한 측정항목 평가...16 6.3.1 시청...16 6.3.2 구청...16 7.응답자 특성...17 Ⅱ.조사 결과 요약...21 1.세무행정 서비스 총평...21 2.시청 만족도 평가 및 제고 방안...22 2.1 시청 종합만족도 평가...22 2.2 시청 차원 만족도...23 2.3 시청 항목별 포트폴리오 분석...24 2.4 연도별 시청 세무행정 서비스 만족도 분석...26 2.5 연도별 시청 세무행정 서비스 중요도 분석...28 2.6 민원 해결 방향 분석...30 2.7 시청 응답자 특성별 분석 결과...31 2.8 시청 주요 개선사항 요약...32 2.9 시청 주요 발견사항 요약...33 2.10 시청 만족도 제고 방안...35 3.구청 만족도 평가 및 제고 방안...36 3.1 구청 종합만족도 평가...36 3.2 구청 차원 만족도...37 3.3 구청 항목별 포트폴리오 분석...38 3.4 연도별 구청 세무행정 서비스 만족도 분석...40 3.5 연도별 구청 세무행정 서비스 중요도 분석...42 3.6 민원 해결 방향 분석...44 3.7 구청 운영주체별 순위 및 성과...45 3.8 구청 응답자 특성별 분석 결과...46 3.9 구청 주요 개선사항 요약...47 3.10 구청 주요 발견사항 요약..49 3.11 구청 만족도 제고 방안...51 Ⅲ.조사 결과 분석...55 1.성동구...55 1.1 성동구 종합만족도 평가...55 1.2 성동구 항목별 포트폴리오 분석...56 1.3 성동구 연도별 만족도 분석...57 1.4 성동구 주요 개선사항 요약...58 2.동대문구...59 2.1 동대문구 종합만족도 평가...59 2.2 동대문구 항목별 포트폴리오 분석...60 2.3 동대문구 연도별 만족도 분석...61 2.4 동대문구 주요 개선사항 요약...62 3.중랑구...63 3.1 중랑구 종합만족도 평가...63 3.2 중랑구 항목별 포트폴리오 분석...64 3.3 중랑구 연도별 만족도 분석...65 3.4 중랑구 주요 개선사항 요약...66 4.도봉구...67 4.1 도봉구 종합만족도 평가...67 4.2 도봉구 항목별 포트폴리오 분석...68 4.3 도봉구 연도별 만족도 분석..69 4.4 도봉구 주요 개선사항 요약...70 5.은평구...71 5.1 은평구 종합만족도 평가...71 5.2 은평구 항목별 포트폴리오 분석...72 5.3 은평구 연도별 만족도 분석...73 5.4 은평구 주요 개선사항 요약...74 6.서대문구...75 6.1 서대문구 종합만족도 평가...75 6.2 서대문구 항목별 포트폴리오 분석...76 6.3 서대문구 연도별 만족도 분석...77 6.4 서대문구 주요 개선사항 요약...78