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http://dx.doi.org/10.3743/KOSIM.2015.32.4.029

A Study on the Service Quality Evaluation of Children's Libraries Using LibQUAL+  

Seong, EunHye (전북대학교 문헌정보학과 대학원)
Kim, Soojung (전북대학교 문헌정보학과, 문화융복합 아카이빙 연구소)
Publication Information
Journal of the Korean Society for information Management / v.32, no.4, 2015 , pp. 29-53 More about this Journal
Abstract
This study aims to measure the service quality of children's libraries using LibQUAL+ and to analyze the effect of service quality on users' satisfaction. To do that, a survey was conducted with 210 users in three children's libraries located in J city. In three service quality dimensions - 'Affect of Service', 'Information Control', and 'Library as Place' - the users' perceived service level was less than the minimum service level, which implies that the current services should be improved immediately. It was also found that 'Affect of Service' and 'Library as Place' influenced the users' satisfaction. Based on the statistical results and the content analysis of the users' comments about the library services, this study suggests recommendations for improving library services in the children's libraries.
Keywords
children's library; service quality; service evaluation; user satisfaction; LibQUAL+;
Citations & Related Records
Times Cited By KSCI : 6  (Citation Analysis)
연도 인용수 순위
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