Acknowledgement
Supported by : 한국과학기술정보연구원
References
- 김완종, 김혜선, 이혜진 (2013). 기대불일치 분석기법을 적용한 온라인 과학기술정보 서비스 품질 측정. 정보관리학회지, 30(2), 101-118. http://dx.doi.org/10.3743/KOSIM.2013.30.2.101(Kim, Wan-Jong, Kim, Hye-Sun, & Lee, Hye-Jin (2013). A study on online science & technology information service quality measurement using expectation and disconfirmation analysis. Journal of the Korean Society for Information Management, 30(2), 101-118. http://dx.doi.org/10.3743/KOSIM.2013.30.2.101)
- 김윤실 (2002). 전문도서관의 서비스 품질 평가에 관한 연구. 정보관리학회지, 19(3), 161-188. http://dx.doi.org/10.3743/KOSIM.2002.19.3.161(Kim, Yun-Sil (2002). A study on evaluating service quality in special libraries. Journal of the Korean Society for Information Management, 19(3), 161-188. http://dx.doi.org/10.3743/KOSIM.2002.19.3.161)
- 김정희, 김태수 (2009). 도서관 서비스 품질 평가를 통한 전문도서관 이용자 만족도 연구. 정보관리학회지, 26(3), 69-87. http://dx.doi.org/10.3743/KOSIM.2009.26.3.069(Kim, Junghee, & Kim, Tae-Soo (2009). A study on special library's user satisfaction with the library service quality evaluation. Journal of the Korean Society for Information Management, 26(3), 69-87. http://dx.doi.org/10.3743/KOSIM.2009.26.3.069)
- 박천웅, 이기동 (2009). 학술정보 웹 서비스 만족도 향상을 위한 영향 요인에 관한 연구. 디지털정책연구, 7(4), 91-99.(Park, Cheon-Woong, & Lee, Ki-Dong (2009). A study on factors affecting web academic information service quality. The Journal of Digital Policy & Management, 7(4), 91-99.)
- 윤기찬, 이순철 (2009). 구조방정식 모형을 이용한 대학도서관 서비스 품질 평가. 한국도서관.정보학회지, 40(3), 337-365.(Yoon, Ki- Chan, & Lee, Soon-Chul (2009). An evaluation of service quality in university library using structural equation modeling. Journal of Korean Library and Information Science Society, 40(3), 337-365.)
- 이문규 (2002). e-SERVQUAL: 인터넷 서비스품질의 소비자 평가 측정 도구. 마케팅연구, 17(1), 73-95.(Lee, Moonkyu (2002). e-SERVQUAL: A scale for measuring consumer evaluations of internet service quality. Korea Marketing Review, 17(1), 73-95.)
- 이상복 (1998). 도서관의 이용자중심 서비스 질 평가와 측정에 관한 이론적 고찰. 한국문헌정보학회지, 32(3), 265-279.(Lee, Sang-Bok (1998). A study on evaluation and measures of user-based service quality for libraries. Journal of the Korean Society for Library and Information Science, 32(3), 265-279.)
- 이승창, 서응교 (2012). 모바일 복합 단말기 사용자 만족. 유통과학연구, 10(11), 89-99.(Lee, Seung-Chang, & Suh, Eung-Kyo (2012). User satisfaction of mobile convergence device: The expectation and disconfirmation approach. Journal of Distribution Science, 10(11), 89-99.)
- 이은규 (2006). 대학도서관 서비스 품질 평가에 관한 연구: 아주대학교 중앙도서관을 중심으로. 석사학위논문, 아주대학교 대학원, 경영학과.(Lee, Eun Kyu (2006). A study on evaluating service quality in the university library using LibQUAL+ model: The case of Ajou University. Unpublished master's thesis, Ajou University, Suwon-si, Gyeonggi-do, Korea.)
- 임종원, 김재일, 홍성태, 이유재 (1994). 소비자 행동론: 이해와 마케팅에의 전략적 활용. 서울: 경문사. 재인용: 이승창, 서응교 (2012).(Lim, J., Kim, J., Hong, S., & Lee, Y. (1994). Customer behavior: The strategic application for interests & marketing. Seoul: Kyungmunsa. Quoted in Lee, Seung-Chang, & Suh, Eung-Kyo (2012).)
- 정용길 (1999). 서비스 품질의 측정: SERVQUAL과 SERVPERF. 서울대학교 경영연구소 경영논집, 33(3), 438-461.(Jeong, Yong-Gil (1999). An evaluation of service quality: SERVQUAL and SERVPERF. Journal of Management, 33(3), 438-461.)
- 한국과학기술정보연구원 (2011). 이용자 기반 NDSL 정보서비스 품질 측정(NDSL QUAL) 모형 개발 연구. 대전: 한국과학기술정보연구원.(Korea Institute of Science and Technology Information (2011). A study on the development of NDSL information service quality model. Daejeon: Korea Institute of Science and Technology Information.)
- 함봉진 (2004). 웹 사이트 사용자의 정보품질 만족에 관한 연구. 한국전자거래학회지, 9(3), 169-190.(Ham, Bong Jin (2004). Information quality satisfaction of web site user. The Journal of Society for e-Business Studies, 9(3), 169-190.)
- 홍기철 (2002). 국회도서관 전자도서관시스템에 대한 이용자의 기대와 만족에 대한 연구. 한국문헌정보학회지, 36(2), 265-284. http://dx.doi.org/10.4275/KSLIS.2002.36.2.265(Hong, Ki-Churl (2002). A study of user's perspective and satisfaction in National Assembly Library electronic library system. Journal of the Korean Society for Library and Information Science, 36(2), 265-284. http://dx.doi.org/10.4275/KSLIS.2002.36.2.265)
- 황재영, 이응봉, 최호남 (2006). 국가과학기술전자도서관 고객만족지수 측정에 관한 연구. 한국도서관.정보학회지, 37(4), 247-270. (Hwang, Jae-Young, Lee, Eung-Bong, & Choi, Ho-Nam (2006). An analysis on measurement of customer satisfaction index of NDSL. Journal of Korean Library and Information Science Society, 37(4), 247-270.)
- Babakus, E., & Boiler, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268. https://doi.org/10.1016/0148-2963(92)90022-4
- Bhattacherjee, A. (2001). Understanding information systems continuance: An expectationconfirmation model. MIS Quarterly, 25(3), 351-370. Quoted in Lee, Seung-Chang, & Suh, Eung-Kyo (2012). https://doi.org/10.2307/3250921
- Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149. https://doi.org/10.1177/0092070300281013
- Bolton, R. N., & Drew, J. H. (1991). A longitudinal analysis of the impact of service change on customer attitudes. Journal of Marketing, 55(1), 1-9.
- Bowen, J. T., & Chen, S.-L. (2001). The relationships between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217. http://dx.doi.org/10.1108/09596110110395893
- Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
- Chin, J. P., Diehl, V. A., & Norman, K. L. (1988). Development of an instrument measuring user satisfaction of the human-computer interface. Proceedings of ACM CHI'88 Conference on Human Factors in Computing Systems, 213-218.
- Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504. Quoted in Lee, Seung-Chang, & Suh, Eung-Kyo (2012). https://doi.org/10.2307/3151722
- Collier, J. E., & Bienstock, C. C. (2006), Measuring service quality in E-retailing, Journal of Service Research, 8(3), 260-275. http://dx.doi.org/10.1177/1094670505278867
- Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(July), 55-68.
- Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
- DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95. https://doi.org/10.1287/isre.3.1.60
- DeLone, W. H., & McLean, E. R. (2002). Information systems success revisited. Proceedings of the 35th Hawaii International Conference on System Sciences (HICSS 02), 238-249.
- DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30. https://doi.org/10.1080/07421222.2003.11045748
- Elliot, K. M. (1995). A comparison of alternative measures of service quality. Journal of Customer Service in Marketing and Management, 1(1), 36-40.
- Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobserved variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.2307/3151312
- Ginzberg, M. J. (1981). Early diagnosis of MIS implementation failure: Promising results and unanswered questions. Management Science, 27(4), 459-478. Quoted in Lee, Seung-Chang, & Suh, Eung-Kyo (2012). https://doi.org/10.1287/mnsc.27.4.459
- Hernon, P., & Altman, E. (1996). Service quality in academic libraries. Norwood, New Jersey: Ablex Publishing Corporation.
- Jacoby, J., & Chestnut, R. W. (1978). Brand royalty: Measurement and management. New York: Wiley.
- Loiacono, E. T., Watson, R. T., & Hoodhue, D. L. (2002). WebQual: Measure of web site quality. 2002 Winter Marketing Educators Conference: Marketing Theory and Applications, 13, 432-437.
- Oh, H. C. (1995). An empirical study of the relationships between restaurant image and customer loyalty. Unpublished Ph. D. Dissertation, Virginia Polytechnic Institute and State University.
- Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing, 17(4), 460-469. https://doi.org/10.2307/3150499
- Parasuraman, A., & Grewal, D. (2000). Serving customers and consumers effectively in the twenty-first century: A conceptual framework and overview. Journal of the Academy of Marketing Science, 28(1), 9-16. http://dx.doi.org/10.1177/0092070300281001
- Parasurman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 46(Fall), 41-50.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
- Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7, 213-233. http://dx.doi.org/10.1177/1094670504271156
- Teas, R. K. (1993). Expectations, performance evaluation and consumer's perception of quality. Journal of Marketing, 57(4), 18-34. https://doi.org/10.2307/1252216
- Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21(2), 195-208. https://doi.org/10.2307/249419
- Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an internet shopping site (SiteQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-46.
- Zeithaml, A., Parasuraman, A., & Malhotra. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice (Working paper, report No. 00-115). Marketing Science Institute, Cambridge, MA.
Cited by
- An Investigation of Information Usefulness of Google Scholar in Comparison with Web of Science vol.25, pp.3, 2014, https://doi.org/10.14699/kbiblia.2014.25.3.215