Journal of Korean Library and Information Science Society (한국도서관정보학회지)

Korean Library and Information Science Society (한국도서관정보학회)
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Evaluating Special Library Service Quality using Importance-Performance Analysis

중요도-수행분석을 이용한 전문도서관 서비스 평가

  • Kim, Ji-Hyun (Department of Library and Information Science, Chonnam National University)
  • Received : 2021.08.24
  • Accepted : 2021.09.13
  • Published : 2021.09.30
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Abstract

The purpose of this study is to investigate the service quality of special libraries using Importance-Performance Analysis (IPA) method. This study also applied the working year factor to IPA model for establishing more improved library service strategies. A total 127 library users who work in governmental policy or research institutions in South Korea participated in this study. This study conducted regression analysis to compare with the results of IPA. The results of survey revealed that special library users had high expectation for library services, but they perceived the performance of the library service as insufficient. Special library users assessed that the information services of libraries were well provided but required additional efforts in services related with space and provided by librarian. Interestingly, when the library services were measured by working years, special library users who have worked for more than eight years were generally satisfied with library services with no "possible overkill" services, but users with less than three years working experience particularly expressed dissatisfaction with the service provided by librarians. The results of regression analysis supported the results of IPA. Finally, this study provides several important suggestions for better special library service.

이 연구의 목적은 중요도-수행분석 방법을 이용하여 전문도서관의 서비스 질을 조사하는 것이다. 또한 더 나은 도서관 서비스 전략을 수립하기 위하여 근무연수 요인을 중요도-수행분석에 적용하였다. 총 127명의 국내 정책 연구소와 리서치 연구기관 직원들이 연구에 참여하였다. 이 연구는 또한 회귀분석을 실시하여 중요도-수행분석의 결과와 비교하였다. 연구결과, 전문도서관 이용자들은 도서관서비스에 대해 높은 기대를 가지고 있어 서비스 성과에 전반적으로 만족하지 못하는 것으로 밝혀졌다. 전문도서관 이용자들은 도서관들이 정보서비스는 비교적 잘 제공되지만, 사서 서비스나 도서관 공간 이용에 대한 서비스는 개선이 필요하다고 하였다. 도서관서비스를 인구통계학적인 요소로 분석하였을 때, 근무연한에 따라 유의미한 결과가 있었다. 8년 이상 근무한 직원들은 도서관 서비스에 대해 전반적으로 만족하였으며 도서관 서비스 중에 더 이상 제공이 필요치 않은 서비스가 없다고 하였다. 하지만 3년 이하 근무한 직원들은 사서에 의해 제공되는 서비스에 불만족도가 높았다. 이러한 결과는 회귀분석으로도 증명되었다. 마지막으로 더 나은 전문도서관 서비스를 위해 몇 가지 제안을 제시하였다.

Keywords

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