Browse > Article
http://dx.doi.org/10.1633/JIM.2011.42.3.187

Towards an Understanding of User Satisfaction and Continuance Intention in Human-Mediated Services: An Investigation of Academic Libraries  

Lee, Bo-Ram (Dept. of Library and Information Science, Yonsei University)
Park, Ji-Hong (Dept. of Library and Information Science, Yonsei University)
Publication Information
Journal of Information Management / v.42, no.3, 2011 , pp. 187-210 More about this Journal
Abstract
This study aims at examining how academic library staffs' service quality affects the user satisfaction and continuance intention, and also seeking practical solutions for improving the satisfaction and continuance intention in academic libraries. Despite the value and importance of human-mediated library services which enable various library services to be more valuable, relatively few prior studies focuses on this topic. This study develops a conceptual framework based on the concepts of service quality, satisfaction, and continuance intention. This framework provides a useful guideline for data collection and data analyses. Values of this study include ensuring the continuance intention by suggesting strategies that may increase users' positive attitude toward human-mediated services in academic libraries, and methodologically, using both quantitative and qualitative methods.
Keywords
Human-mediated Service; User Satisfaction; Continuance Intention; Academic Library;
Citations & Related Records
Times Cited By KSCI : 10  (Citation Analysis)
연도 인용수 순위
1 박일종. 2000. 국내 문헌정보학 프로그램의 현황 및 교육과정 개선에 관한 연구. 한국도서관․정보학회지, 31(2): 197-221.   과학기술학회마을
2 엄영애. 2004. 사서직의 전문직 요건과 수행업무에 대한 연구. 한국문헌정보학회지, 38(3): 159-175.   과학기술학회마을   DOI   ScienceOn
3 오동근. 2002a. 대학도서관이용자 불평행동의 영향요인에 관한 실증적 연구: 대구경북 지역 대학생이용자를 중심으로. 한국문헌정보학회지, 36(4): 123-145.   과학기술학회마을   DOI   ScienceOn
4 오동근. 2002b. 대학도서관 이용자의 불평의도와 그 선행요인에 관한 연구. 한국도서관․정보학회지, 33(4): 61-83.   과학기술학회마을
5 이제환. 2003. 전문직 이론을 통해 본 사서직의 전문성. 한국문헌정보학회지, 37(2): 57-87.   과학기술학회마을   DOI   ScienceOn
6 임동빈. 1996. 공공도서관 이용자들의 사서 인식도에 관한 연구. 도서관학논집, 24: 275-300.
7 정동열. 2007. 사서자격제도 개선안 연구. 한국문헌정보학회지, 41(2): 5-29.   과학기술학회마을   DOI   ScienceOn
8 차길수. 2008. 서비스 인간관계론. 서울: 대왕사.
9 한덕웅 외. 2005. 사회심리학. 서울: 학지사.
10 Bhattacherjee, Anol. 2001. "Understanding Information Systems Continuance: An Expectation Confirmation Model." MIS Quarterly, 25(3): 351-370.   DOI   ScienceOn
11 Cronin, J. Joseph & Steven A. Taylor. 1992. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing, 56(3): 55-68.   DOI   ScienceOn
12 Dastgerdi, Akram Fathian. 2009. "Librarians' Education in the Age of Knowledge: Consideration of Skills, Methods, and Tools." Library Philosophy & Practice, 11(1): 1-7.
13 Gronroos, Christian. 1984. "A Service Quality Model and Its Marketing Implications." European Journal of Marketing, 18(4): 36-44.   DOI
14 Haywood-Farmer, John. 1988. "A Conceptual Model of Service Quality." International Journal of Operations & Production Management, 8(6): 19-29.   DOI
15 Hernon, Peter and Ellen Altman. 2010. 2nd ed. Assessing Service Quality: Satisfying the Expectations of Library Customers. Chicago: American Library Association.
16 Laskowski, Mary S. 2010. "A Media Librarian's Education: An Assessment of the Availability and Need for Specific Training in Media Librarianship Issues and Practice." Library Trends, 58(3): 391-401.   DOI
17 Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. 1985. "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing, 49(4): 41-50.   DOI   ScienceOn
18 Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. 1988. "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing, 49(4): 12- 40.
19 곽동철. 2009. 사서자격제도의 변화추이 및 개선 방향에 관한 고찰. 한국도서관․정보학회지, 40(1): 339-361.
20 Wang, Hanrong., Yingqi Tang, and Carley Knight. 2010. "Contemporary Development of Academic Reference Librarianship in the United States: A 44-Year Content Analysis." Journal of Academic Librarianship, 36(6): 489- 494.   DOI   ScienceOn
21 김기영. 2008. 전문직으로서의 사서직 논의를 위한 이론적 접근. 한국문헌정보학회지, 42(1): 313-333.   과학기술학회마을   DOI   ScienceOn
22 노동조. 2009. 사서의 핵심능력에 대한 대학도서관 사서의 인식에 관한 연구. 한국비블리아학회지, 20(4): 237-250.   과학기술학회마을