Ⅰ.조사의 배경 및 목적...1 1.시민평가제도의 의미...1 2.시민만족도 조사의 배경과 목적...1 3.시민평가제도의 기능...2 4.시민만족도 조사 대상 행정서비스...4 Ⅱ.이론적 틀...5 1.시민만족도 개념과 이론적 모델...5 2.평가를 위한 구성체계...8 Ⅲ.조사개요...14 1.분야별 조사설계와 표본특성...14 2.조사설계 요약 및 담당조사기관...26 Ⅳ.서비스간 종합만족도 지수 비교 분석...27 1.결과분석에 대한 해석시 주의사항...27 2.분석개요...28 3.서비스 부문별 종합만족도 분석...31 Ⅴ.서비스 부문별 만족도 분석...33 1.민원...33 2.보건소...48 3.상수도...61 4.시내버스...70 5.지하철...86 6.청소...101 7.서비스 부문별 전반적인 운영주체간 비교요약...115 Ⅵ.공공서비스 만족도 제고를 위한 정책방안...117 1.전반적인 가이드 라인...117 2.서비스 부문별 만족도 제고 방안...121