CAJ | 학술논문

本研究针对政府处理民众抱怨后，民众对政府所产生的公平感、满意度与行为意向之间的关系进行实证探讨。结果表明：民众公平感的四个维度对抱怨处理满意度均有显著影响，其中人际公平的影响最大；民众的抱怨处理满意度不仅通过总体满意度间接影响民众行为意向，其本身也直接影响行为意向。其中对公民行为有正向影响，对投诉行为和不良行为有负向影响，并且对公民行为的影响最大，对不良行为的影响最小。
본연구침대정부처리민음포원후，민음대정부소산생적공평감、만의도여행위의향지간적관계진행실증탐토。결과표명：민음공평감적사개유도대포원처리만의도균유현저영향，기중인제공평적영향최대；민음적포원처리만의도불부통과총체만의도간접영향민음행위의향，기본신야직접영향행위의향。기중대공민행위유정향영향，대투소행위화불량행위유부향영향，병차대공민행위적영향최대，대불량행위적영향최소。
This research empirically studies after the government's handling of complaints from the public, the relationship between people on the government's sense of fairness, satisfaction and behavior intention. The results showed that: each of the four dimensions of complainer's sense of fairness has a significant impact on the complaint satisfaction, in which the impact of interpersonal fair is greatest; people's complaint satisfaction not only through the overall satisfaction indirectly influence the behavior intention, but also directly affect behavior intention. Specifically, it has a positive effect on citizenship behavior, and has a negative impact on complaint behavior and misbehavior. The impact on citizenship behavior is greatest; the impact on misbehavior is smallest.