Browse > Article
http://dx.doi.org/10.3743/KOSIM.2018.35.4.051

A Study on Users' Perception of Specialized Services through Service Quality Evaluation of Public Libraries  

Jeong, Dae-Keun (전남대학교 문헌정보학과)
Noh, Younghee (전남대학교 문헌정보학과)
Publication Information
Journal of the Korean Society for information Management / v.35, no.4, 2018 , pp. 51-75 More about this Journal
Abstract
This study was intended to confirm the perception of the users for the public libraries specialized service through the difference in library service quality according to the availability of specialized services by utilizing 'LibQUAL+' that is a service quality assessment tool. As a results, there is difference in the minimum and perceived levels between libraries that provide assessment result specialized services for service levels and those that did not. And there was no difference in the expected level. The degree of service showed generally higher user perception in the Adequacy Gap and Superiority Gap than libraries that do not offer specialized services. Therefore, the users of public libraries recognize that libraries that offer specialized services are better served than libraries that do not.
Keywords
service quality evaluation; LibQUAL+; public library; specialized service,users' perception;
Citations & Related Records
Times Cited By KSCI : 9  (Citation Analysis)
연도 인용수 순위
1 Kim, Dong-Suk (2006). A study on the service quality evaluation of university library applying the LibQUAL+. Master's thesis, Graduate School of Ewha Womans University, Department of Library and Information Science.
2 Kim, Bo-il, & Kim, Seon-Ho (2017). A study on the service quality evaluation of older persons in public libraries by the use of LibQUAL+: The case of G-guin Seoul. Journal of Korean Library And Information Science Society, 48(1), 319-344. http://dx.doi.org/10.16981/kliss.48.201703.319   DOI
3 Kim, So-Yeon (2011). A study on evaluation of service quality in school library using LibQUAL+ model. Master's thesis, Graduate School of Education Kongju National University, Department of Library and Information Science Education.
4 Kim, Young-Soon (2012). A study on service quality evaluation of the national assembly library using LibQUAL+. Master's thesis, Graduate School of Education Kongju National University, Department of Library and Information Science Education.
5 Kim, Ji-Won (2009). A study on service quality and user satisfaction in school libraries. Master's thesis, Graduate School of Education Yonsei National University, Department of School Librarianship.
6 Na, Eun-Young (2011). A study on the improvement of service quality for law libraries. Master's thesis, Graduate School of Ewha Womans University, Department of Library and Information Science.
7 Park, Mi-Young (2007). The revitalization of public library reading through special quality service program development. Journal of Korean Library and Information Science Society, 38(1), 315-339.
8 Noh, Younghee, & Kang, Jung-Ah (2014). A study on vitalization methods of local cultural contents in the public libraries. Journal of Korean Library and Information Science Society, 45(4), 67-93. http://dx.doi.org/10.16981/kliss.45.201412.67   DOI
9 Noh, Younghee, Shin, Young-Ji, & Kwak, Woo-Jung (2017). A study on policies and future directions in library specialization. The Korean Biblia Society For Library And Information Science, 28(3), 241-271. http://dx.doi.org/10.14699/kbiblia.2017.28.3.241   DOI
10 Ryu, Ju-Hyun, & Lee, Sang-Bok (2012). A study on the service quality evaluation public libraries by the use of LibQUAL+. The Journal of the Korean Biblia Society for Library and Information Science, 23(2), 271-294.   DOI
11 Park, Jeong-Soon (2003). A study on the characterization of public libraries based on community. Incheon: Incheon Metropolitan City Bukgu Public Library.
12 Shim, Won-Sik, & Lee, Eun-Chul (2013). Service quality assessment of university libraries in Korea using LibQUAL+: A case study. Journal of Korean Society for Information Management, 30(2), 245-268. http://dx.doi.org/10.3743/KOSIM.2013.30.2.245   DOI
13 Park, Jung-A (2012). A study on the evaluation of service efficiency and quality in special libraries. Master's thesis, Graduate School of Ewha Womans University, Department of Library and Information Science.
14 Park, Hyun-Ju (2012). Case study on specialization of public library collection. Korean Library And Information Science Society Winter Conference, 29-47.
15 Ban, Dal-Rim, & Oh, Dong-Geun (2015). A study on the management of special collection services in the public libraries, Daegu metropolitan city. Korean Library And Information Science Society Summer Conference, 171-181.
16 Seong, Eun-Hye, & Kim, Soo-Jung (2015). A study on the service quality evaluation of children's libraries using LibQUAL+. Journal of the Korean Society for Information Management, 32(3), 29-53. http://dx.doi.org/10.3743/KOSIM.2015.32.4.029   DOI
17 Song, Kyung-Gon (2008). A study on university library administrative service quality assessment. Master's Thesis. Graduate School of Public Administration, Chonnam National University.
18 Lee, Mi-Jung (2012). A study on evaluating service quality in the graduate school libraries of theology. Master's thesis, Graduate School of Sookmyung Womans University, Department of Library and Information Science Education.
19 Lee, Soo-Sang, & Wei, Cheng-Guang (2007). A study on the service satisfaction of university library portal for chinese students in Korea. Journal of Korean Society for Library and Information Science, 41(4), 113-134.   DOI
20 Lee, Su-Young (2017). A study on quality analysis of specialized services in public libraries. Ph.D. diss., Graduate School of Jungang University, Department of Library and Information Science.
21 Hwang, Eun-Young (2008). A study on the service quality dimensions of public library using LibQUAL+. Master's thesis. Graduate School of Sung Kyun Kwan University, Department of Library and Information Science.
22 Lee, Eun-Kyu (2006). A study on evaluating service quality in the university library using LibQUAL+ model: The case of ajou university. Master's thesis, Graduate School of Ajou University, Department of Business Administration.
23 Cho, Chan-Sik (2008). A study on the specialization of the public libraries. Journal of the Korean Society for Information Management, 25(3), 159-178. http://dx.doi.org/10.343/KOSIM.2018.25.3.159   DOI
24 Cha, Youn-Ho (2005). A study on the characterization of public lbrary services. Master's thesis. Graduate School of Sookmyung Women's University, Department of Library and Information Science.
25 Choi, Bo-Yoon, & Chung, Eun-Kyung (2015). Towards service quality improvement for university library by LibQUAL+ analysis for multiple years. Journal of the Korean Society for Information Management, 32(3), 131-154. http://dx.doi.org/10.3743/KOSIM.2015.32.3.131   DOI
26 Hong, Hee-Kyung (2008). A study on the present status and the developmental plans of the specialization of the public libraries. Master's thesis. Graduate School of Korea National University of Education, Department of Educational Policy and Administration.
27 Cook, C., & Heath, F. M. (2001). Users' perceptions of library service quality: A LibQUAL+ qualitative study. Library Trends, 49(4), 548-584.
28 Cook, C., & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. Journal of Academic Librarianship, 26(4), 248-258.   DOI
29 Cook, C., Heath, F. M., & Thompson, B. (2001). Users' hierarchical perspectives on library service quality: A "LibQUAL+" study. College & Research Libraries, 62(2), 147-153.   DOI
30 Cook, C., Heath, F. M., & Thompson, B. (2003). "Zones of Tolerance" in perceptions of library service quality: A LibQUAL+ study. Libraries and the Academy, 3(1), 113-123.   DOI
31 Hebert, F. (1993). Quality of interlibrary borrowing services in large public libraries in Canada. Ph.D. Diss., University of Toronto.
32 Heinrichs, J. H., Sharkey, T., & Lim, J. S. (2005). Relative influence of the LibQUAL+TM dimensions on satisfaction: a subgroup analysis. College & Research Libraries, 66(3), 248-265.   DOI
33 Nitecki, D. A., & Hernon, P. (2000). Measuring service quality at yale university's libraries. The Journal of Academic Librarianship, 26(4), 259-273.   DOI
34 Thompson, B., Kyrillidou, M., & Cook, C. (2007). On-premises library versus google-like information gateway usage patterns: a LibQUAL+(R) study. Libraries and the Academy, 7(4), 463-480.   DOI
35 White, M. D., & Abels, E. G. (1995). Measuring quality in special libraries: Lessons from service marketing. Special libraries, 86(1), 36-45.