제1장 조사의 개요 1.조사의 배경...9 2.조사의 목적...10 3.조사설계...11 (1)모집단(Population) 규정...11 (2)표본의 규정...11 (3)표본추출방법과 표본의 크기...11 (4)조사도구와 방법 및 조사진행일정...11 4.주요 조사내용...12 5.조사의 체계...13 제2장 청소행정서비스 평가 모형 1.개념적 평가 모형...15 2.수리적 평가 모형...16 제3장 청소행정 서비스에 대한 시민만족도 평가 결과 1.응답자의 인구통계학적 분포...19 2.종합만족도 산출을 위한 중요도...20 (1)전체 차원 중요도...20 (2)차원별 세부항목 중요도..23 1)쓰레기 수거작업 및 과정...23 2)환경미화원 및 작업차량...24 3)홍보 및 민원처리...25 4)쓰레기 봉투...26 5)가로청소...27 3.청소행정서비스 종합만족도 요약...28 4.운영형태별 종합만족도 요약...29 5.조사대상자별 종합만족도...30 6.포트폴리오 분석...31 (1)전체항목에 대한 포트폴리오...31 1)전체항목 중요도의 재계산...31 2)전체 항목 포트폴리오...32 (2)청소행정서비스 차원별 포트폴리오...33 (3)차원별 세부항목 포트폴리오...35 7.전년 대비 만족도 변화 추이...43 (1)종합만족도와 체감 및 요소만족도 변화...43 (2)운영 형태별 종합만족도 변화...45 (3)차원 만족도의 변화추이...45 (4)차원 중요도의 연도별 변화추이...48 (5)전년 대비 세부항목 만족도의 변화추이...49 8.기타 개선희망 의견...50 제4장 운영주체별 만족도 분석 1.종합만족도 및 개선 순위 평가...52 2.차원별 만족도 6대 우수구...53 3.6대 우수구 종합만족도 요약지표...54 (1)중구...54 (2)관악구...56 (3)성동구...56 (4)송파구...60 (5)용산구...62 (6)금천구...64 제5장 기타 관련내용 분석 1.음식물 쓰레기 수거과정...67 (1)중요도 평가...67 (2)만족도 평가...68 2.재활용품 수거과정...69 (1)중요도 평가...69 (2)만족도 평가...70 3.기타 청소관련 일반사항...72 (1)쓰레기 봉투의 법적 규제에 관한 인지...72 (2)쓰레기 봉투의 품질에 대한 견해...73 (3)민원 제기 경험 유무...74 (4)월 평균 배출량 분포...74 제6장 요약 및 제언 1.요약...77 2.제언...78 (1)자치구 순위 변동...78 (2)인식의 부조화 타개...79