Browse > Article
http://dx.doi.org/10.3743/KOSIM.2013.30.2.007

An Analysis of User Satisfaction on a Case of D Children's Library Website  

Bae, Youngmi (경북대학교 사회과학대학 문헌정보학과 대학원)
Kim, Heesop (경북대학교 사회과학대학 문헌정보학과)
Publication Information
Journal of the Korean Society for information Management / v.30, no.2, 2013 , pp. 7-33 More about this Journal
Abstract
The purpose of this study is to analyze the user satisfaction, royalty and compliant of a children's library Website. To achieve the aim of this study a modified Kim and Park's model of the user satisfaction index which consists of information quality, service quality, and system quality dimension is adopted. A total of 130 valid responses to the questionnaire were analysed using SPSS 18. It is found that the higher the user satisfaction gives the higher the royalty and the lower the compliant. For the contents quality dimension, the items of Usability, Accuracy, Easy of understand, Reliability and Up-to-date; for the service quality dimension, the items of Interface design, Reliability, Responsiveness, and Empathy; for the system quality dimension, the items of Response time, Interactive, Easy to access, and Easy to use show a significant relationships to the users' satisfaction.
Keywords
children's library; website; quality measurement; user satisfaction index;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
연도 인용수 순위
1 ACSI (2012). American Customer Satisfaction Index. Retrieved from http://www.theacsi.org
2 ALA (2012). American Library Association. Retrieved from http://www.ala.org/
3 Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing compute user satisfaction. Management Science, 29(5), 530-545.   DOI   ScienceOn
4 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.   DOI
5 DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information System Research, 3(1), 60-95.   DOI
6 Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.   DOI   ScienceOn
7 Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, 12(2), 259-274.   DOI   ScienceOn
8 Eldon, Y. L. (1997). Perceived importance of information system success factors: A meta analysis of group differences. Information & Management, 32, 15-28.   DOI   ScienceOn
9 Gallagher, C. A. (1974). Perceptions of the value of management information system. Academy of Management Journal, 17(1), 46-55.   DOI   ScienceOn
10 Gronross, C. (1990). Service management and marketing: Managing the moments of truth in service competition. Lexington Books.
11 Hamilton, S., & Chervany, N. L. (1981). Evaluating information systems effectiveness-Part II: Comparing evaluator viewpoints. MIS Quarterly, 5(4), 79-86.   DOI   ScienceOn
12 IFLA (2003). Library for children and young adults section, Guidelines for children's libraries services. Retrieved from http://www.ifla.org/VII/s10/pubs/ChildrensGuidelines.pdf
13 IFLA (2012). The International Federation of Library Association and Institutions. Retrieved from http://www.ifla.org/
14 국가도서관통계시스템 (2012). 도서관 통계현황. Retrieved from http://www.libsta.go.kr/
15 김구 (2010). 사회과학 계량분석의 이해와 활용 (2판). 서울: 비앤엠북스.
16 김석우 (2010). SPSS AMOS 활용의 실제. 서울: 학지사.
17 김성희, 이승민 (2010). 어린이도서관 웹사이트 네비게이션 시스템 분석. 한국비블리아학회지, 21(2), 29-38.   과학기술학회마을
18 김현희, 이지연 (2006). 공공도서관 웹사이트 이용자 만족도 연구. 제13회 한국정보관리학회 학술대회논문집, 11-16.   과학기술학회마을
19 김희섭, 박용재 (2004). 정보시스템의 이용자만족지수 모형개발 및 측정. 정보관리학회지, 21(4), 153-171.   과학기술학회마을   DOI   ScienceOn
20 달서어린이도서관 (2012). 달서 어린이도서관 홈페이지. Retrieved from http://www.kids-lib.or.kr/dalseo_kid/
21 백상용, 박경수, 김승운 (1999). 한국기업 웹사이트(website) 활용 실태에 관한 연구: 상장기업을 대상으로. 대한경영학회지, 21, 381-398.
22 백종구, 김락상 (2003). 정보시스템 성과 평가모형에 관한 연구. 산업경영연구, 26(2), 247-264.
23 장로사, 김성희 (2006). 어린이 도서관 웹사이트 컨텐츠 비교분석. 한국도서관.정보학회지, 37(4), 463-482.   과학기술학회마을
24 정주희 (2007). 어린이청소년 도서관 포털의 모형설계에 관한 연구. 석사학위논문. 한양대학교 교육대학원.
25 한상도, 장명복 (2001). 정보시스템 품질과 사용자 만족에 관한 연구. 품질혁신, 2(1), 78-86.
26 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
27 한국도서관협회 (2010). 문헌정보학용어사전 (개정판). 서울: 한국도서관협회.
28 Jarvenppa, S. L., & Todd, P. A. (1997). Consumer reactions to electronic shopping on the World Wide Web. International Journal of Electronic Commerce, 1(2), 59-88.
29 Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with web site success in the context of electronic commerce. Information & Management, 38, 23-33.   DOI   ScienceOn
30 Negash, S. T., Ryan, T., & Igbaria, M. (2003). Quality and effectiveness in web-based customer support systems. Information & Management, 40, 757-768.   DOI   ScienceOn
31 Pitt, L. F., Watson, R. T., & Kavan, C. B. (1988). Measuring information systems service quality: Lessons from two longitudinal case studies. MIS Quarterly, 22(1), 61-79.
32 Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13(1), 50-69.   DOI   ScienceOn
33 Seddon, P. B. (1997). A respecification and extension of the DeLone and Mclean model of IS success. Information System Research, 8(3), 240-253.   DOI   ScienceOn
34 Swanson, E. B. (1974). Management information systems: Appreciation and involvement. Management Science, 21(1), 178-188.   DOI   ScienceOn
35 UX Research (2012) 웹사이트에 대한 사용자 만족도 측정 방법론. Retrieved from http://neuro00.blog.me/40044287996
36 Zmud, R. W. (1979). Individual differences and MIS success: A review of the empirical literature. Management Science, 25(10), 966-979.   DOI   ScienceOn
37 한국도서관협회 (2010). 한국도서관연감 2010. 서울: 한국도서관협회.
38 한국도서관협회 (2012). 한국도서관협회 홈페이지. Retrieved from http://www.kla.kr/
39 홍종선, 박용석 (2007). 설문조사자료의 통계분석. 파주: 자유아카데미.