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http://dx.doi.org/10.14404/JKSARM.2017.17.1.031

A Study on Evaluation of Service Quality for Records Centers in the Local Governments: Based on Seoul Metropolitan City  

Jeong, Ha-Jeong (서울여자대학교 대학원 문헌정보학과 기록관리학전공)
Han, Seunghee (서울여자대학교 사회과학대학 문헌정보학과)
Publication Information
Journal of Korean Society of Archives and Records Management / v.17, no.1, 2017 , pp. 31-49 More about this Journal
Abstract
The purpose of this study is to measure the expectation level and perception level of service quality in 25 records centers in local governments based in Seoul. For this, an evaluation index consisting of 5 factors and 31 items is developed through literature research and an investigation of the present condition. The results of this study confirmed that users are not satisfied with the service quality of the records centers in the local governments as the expectation level is higher than the perception level, with a statistically significant difference. This study can be substantial in attempts to analyze the present status of the service quality of the records centers in local governments and in proposing an improvement plan based on the process quality.
Keywords
records centers in the local governments; service of records center; evaluation of the service quality; expectation level; perception level; quadrant analysis;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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