정보관리학회지 (Journal of the Korean Society for information Management)

  • 제36권1호
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  • Pages.73-94
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  • 2019
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  • 1013-0799(pISSN)
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  • 2586-2073(eISSN)
한국정보관리학회 (Korean Society for Information Management)
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지방연구원 소속 전문도서관의 서비스 품질 평가에 관한 연구

A Study on the Evaluation of Service Quality in Special Library of Local Autonomous Entity Research Institution

  • 투고 : 2019.02.17
  • 심사 : 2019.03.27
  • 발행 : 2019.03.30
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초록

이 연구는 지방연구원 소속 전문도서관의 서비스 품질 평가를 통하여 실제 이용자 만족에 영향을 주는 서비스 품질을 파악하고 전문도서관의 기능과 역할을 더욱 효율적으로 개선하기 위한 방향을 제시하고자 하였다. 이를 위해 지방연구원 소속 6개의 전문도서관 이용자 111명을 대상으로 LibQUAL+을 기반으로 수정된 설문조사와 심층인터뷰를 실시하였다. 연구결과, 인력품질이 공간품질과 정보품질 보다 전반적 만족도에 미치는 영향이 더 큰 것으로 확인되었고, 서비스 품질 하위변수 중에서는 인력품질의 서비스 태도, 공간품질의 공간 편의성, 정보품질의 정보 유용성이 이용자의 전반적 만족도에 영향을 미치는 것으로 나타났다. 인터뷰 결과로 자료부족, 디지털 자료의 비활성화, 도서관 공간개념의 환경, 타 기관과의 자료공유 비활성화, 인력부족 등의 문제점이 지적되었다. 이 연구는 이러한 분석 결과를 바탕으로 지방연구원 소속 전문도서관의 서비스 품질에 대한 개선방안을 제시하였다.

The purpose of this study is to investigate the quality of service that affects satisfaction of special library users and to suggest ways to improve the function and role of special library. The data were collected by survey and interview method conducted with 111 library users in 6 local research institute using modified questionnaires based on LibQUAL+. The results revealed that human quality factor had more influence on library service satisfaction than space and information quality factor. Also, there were statistically significant influence between library service satisfaction and three sub service factors, such as service attitude, space convenience, and information usability. The interviewers indicated problems of special library service in lack of data, inactivation of digital data, space problem, data sharing problem, and lack of experts. Finally this study proposed several suggestions to improve service quality of special library of local autonomous entity research institution.

키워드

JBGRBQ_2019_v36n1_73_f0001.png 이미지

<그림 1> 연구 변인들

<표 1> 인구 통계학적 특성

JBGRBQ_2019_v36n1_73_t0001.png 이미지

<표 2> 타당도 및 신뢰도 검증

JBGRBQ_2019_v36n1_73_t0002.png 이미지

<표 3> 서비스 품질이 전반적 만족도에 미치는 영향

JBGRBQ_2019_v36n1_73_t0003.png 이미지

<표 4> 서비스 품질 하위변수가 전반적 만족도에 미치는 영향

JBGRBQ_2019_v36n1_73_t0004.png 이미지

<표 5> 직종 간의 독립표본 t-test 분석결과

JBGRBQ_2019_v36n1_73_t0005.png 이미지

<표 6> 근무연한에 따른 서비스 품질의 인식차이

JBGRBQ_2019_v36n1_73_t0006.png 이미지

<표 7> 연령대에 따른 서비스 품질의 인식차이

JBGRBQ_2019_v36n1_73_t0007.png 이미지

<표 8> 인터뷰 결과 요약

JBGRBQ_2019_v36n1_73_t0008.png 이미지

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