• Asia Marketing Journal
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• v.6 no.1
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• pp.1-16
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• 2004

서비스품질의 차원과 위계에 대한 논의가 최근 들어 늘어나고 있다. 그 이유는 서비스품질, 고객만족, 고객의 긍정적 행동의향, 수익성 간의 선순환 때문이다. 차원모델은 SERVQUAL과 SERVPERF 모델이 있고 위계모델은 Grönroos(1984)모델과 미국학자들이 개발한 모델이 대표적이다. 최근들어 이들을 결합한 하이브리드모델이 제안되고 있다. 하지만 기존의 하이브리드모델은 차원과 위계를 결합하여 일반성은 높지만 위계를 정하는 이론적 근거가 분명하지 않다. 본 연구는 욕구위계이론 중 Herzberg(1968)의 두 요인이론에 근거하여 서비스품질의 위계모델을 제시하려 한다. 이를 위해 CIT로 판매접점에서 고객이 느끼는 결정적 사건(critical incidents)을 조사하였다. 먼저 중복요인과 단독요인으로 나누고 각각을 다시 불만족중심과 만족중심으로 나눌 때 이들 결정적 사건이 잘 분류되었다. 분류결과 신뢰성은 불만족중심 중복요인, 응답성은 만족중심 중복요인, 공감성은 단독만족요인으로 나타났다. 본 연구에서 제시하는 서비스품질의 욕구위계모델에 따르면 신뢰성, 응답성, 공감성의 순으로 서비스품질이 중요하다. 확신성과 유형성은 따로 분류되는 결정적 사건이 없어 만족, 불만족 요인을 도와주는 조절요인으로 볼 수 있다.

• Journal of the Korean Society for information Management
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• v.34 no.3
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• pp.67-87
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• 2017

This study aims to investigate the effects of college students' library satisfaction on college life satisfaction. In order to test this relationship, two surveys were conducted involving 360 college students at two universities in Seoul. The results of the first survey show that after controlling for the educational service satisfaction and facilities satisfaction, there is a significant influence of college students' library satisfaction on college life satisfaction. The second study added variables for the three components of library service quality (librarian service quality, library resources and service quality, and library facilities and environmental quality). The results of the second survey show that there is a significant influence of library service quality on college library satisfaction, and again a significant influence of college students' library satisfaction on college life satisfaction. Moreover, the results of two group analysis show that the influence of college library satisfaction on college life satisfaction is stronger in high usage group than low usage group. The theoretical and practical implications of this study are discussed.

• Knowledge Management Research
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• v.22 no.2
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• pp.189-208
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• 2021

The purpose of this study was to identify the effect of education service quality (quality of professor service, quality of curriculum service) on career decision-making, self-efficacy, career decision level, and career preparation behavior. Appropriate measures were developed and tested on 426 respondents of Gyeongnam province in South Korea with a cross-sectional questionnaire survey. To ensure the reliability and validity of the questionnaire, frequency analysis, reliability analysis, and validity analysis were conducted. To ensure the reliability and validity of the measurement model, the CFA(confirmatory factor anlaysis) were conducted. The SEM(structural equation modeling) analysis was undertaken to perform the path analysis among the variables and to assess the suitability of the model. MCFA(multi group CFA) and MSEM(multi group SEM) were performed to confirm the moderation effect. Results of the study are summarized as follows: Firstly, education service quality has positive effects on career decision-making self-efficacy. Second, career decision-making self-efficacy has positive effects on career decision level and career reparation behavior. Third, career decision level has positive effects on career reparation behavior. Finally, it was found there exists a moderating effect of freshman/registered student between education service quality, career decision-making self-efficacy, career decision level, career preparation behavior. As a result of this study, it is suggested that investigation of extraneous variables which help to improve career preparation behavior and career decision level as for career of university student will contribute to university education.

• Journal of Industrial Convergence
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• v.5 no.2
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• pp.121-152
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• 2007

• Journal of the Korean Society for information Management
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• v.36 no.1
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• pp.137-168
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• 2019

This study measures and analyzes the university library user's sense of community, service quality assessment, user satisfaction and loyalty. In addition, the effect of the university library user's sense of community on university library user satisfaction and loyalty mediated by the assessment of the quality of service is investigated. On the basis of study result, to improve user satisfaction and user loyalty, the direction and implications of library development are presented. In order to achieve the purpose of the study, precedent research and literature were investigated, and the study model and hypothesis were established based on theoretical background. In order to verify the hypothesis, a total of 300 questionnaires were distributed to subject who had experience using the Central Library among undergraduate students at the C National University, and the final 282 sample was used for analysis. To analyze the differences depending on the general characteristics of the samples, It is the result of an independent sample t-test and one-way ANOVA. The results of the mediated effects analysis using the PROCESS macro-programs models 4 and 6 of Hayes for hypothesis testing are as follows. First, The university library user's sense of community (Service Benefits Perception and Satisfaction, Mutual sense of influence) effect the user satisfaction of university library mediated by service quality assessment at statistical significance. This showed that the higher the university library user's sense of community, the higher the service quality assessment, and the higher the user satisfaction level of university library. Second, The university library user's sense of community (Service Benefits Perception and Satisfaction, Mutual sense of influence) effect the user loyalty of university library mediated by service quality assessment and user satisfaction. This showed that the higher the university library user's sense of community, the higher the service quality assessment, the higher user satisfaction level of university library and the higher the user loyalty level of university library. The results of this study showed that the university library user's sense of community has a direct and indirect effect on enhancing user satisfaction and loyalty through the service quality assessment.

• Journal of the Korean Society for Library and Information Science
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• v.54 no.4
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• pp.147-167
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• 2020

The purpose of this study is to analyze the factors influencing the intention of revisiting and recommending by applying a structural equation model, targeting the service quality factors of university libraries derived from previous studies. For 11 days from April 30th, 2020 to May 10th, 2020, a total of 127 user groups (undergraduate students, graduate students, professors/instructors) were surveyed on their intention to revisit and recommend. The analysis results are as follows. 'Materials' and 'service customization' were shown as quality dimensions that influence revisit. In addition, revisiting was found to have an effect on recommendation intention, and it was analyzed that 'materials' and 'service customization' affect not only revisit but also recommendation intention. In addition, 'service customization' was found to be a factor that directly affects the intention to recommend. Based on this, a method of applying the concept of customization to library services and marketing was proposed in an environment where users' needs are diversifying and becoming personalized.

• Proceedings of the Safety Management and Science Conference
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• 2009.04a
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• pp.401-411
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• 2009

대학의 품질경영 혁신활동을 통해 우수한 교육서비스를 제공하고, 이해관계자가 존재하는 가치체인 안에 가치지대(Value Zone)를 확대할 수 있도록 역량을 키워야 한다. 이러한 목적을 달성하기 위해 본 연구에서는 린 6시그마(Lean 6 Sigma) 기법을 적용하고자 한다. 본 연구에서는 대학품질경영 활동에 이러한 린 식스 시그마를 적용하여 선택과 집중을 통해 우수한 학생을 육성하는 경쟁력 있는 대학으로 발전시키기 위한 전략과 방안을 제시한다.

• Journal of the Korean Society for Library and Information Science
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• v.45 no.1
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• pp.287-310
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• 2011

This research surveyed college students in Korea on their satisfaction for e-book services provided by university libraries. Their usage behavior was investigated, and the satisfaction rate for e-book usage and its service quality were analyzed to comprehend the status of e-book usage. The analysis showed that overall satisfaction for e-book service of university libraries was 2.93 on average. Moreover, the more frequently a student used the service, the more satisfied the student was; junior/senior-level and graduate school student groups showed higher satisfaction for e-book service than freshman and sophomore students. The most influential factor for satisfaction based on the e-book service quality was the content of the service, followed by the library support service system. Based on the findings, reinforcement of library public relations and user education, and the maintenance of the variety and up-to-date status of the contents were proposed to stimulate future university library e-book services.

• Journal of Information Management
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• v.43 no.4
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• pp.49-68
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• 2012

This study analyzes the general operations of the current services and usages, and the perceptions on the service quality and satisfaction of the 480 users of the electronic information centers (EIC) in the 5 selected university libraries in Daegu and Kyoungpook area. Each libraries provide various levels of their services. Service quality is supposed to be comprised of 3 dimensions of facilities and equipments, contents, and staff. Each of three dimensions influences statistically significantly the user satisfaction of the EIC. Users are satisfied with the facilities and equipments highly. Users in each libraries show statistically different satisfactions in the dimensions of facilities and equipments, and contents, except staff dimensions. Users of each universities show different overall satisfactions on the EICs also.

• Journal of the Korean Society for information Management
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• v.32 no.3
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• pp.131-154
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• 2015

Users tend to perceive differently the service quality of library depending on the advance of digital information technologies. It is necessary to analyze the cumulative results of LibQUAL+ in order to identify the suggestions for improvement of library services. This study aims to comparatively analyze the results of LibQUAL+ and demonstrate the trends and changes for the services of university library. To achieve the purpose of this study, two university libraries were selected for analysis. The library of McGill University in Canada was selected with the six years' results of LibQUAL+. Another library located in Seoul was selected with the 2012 result of LibQUAL+ and a new LibQUAL+ in 20015 was conducted for this study. The results were analyzed with three dimensions and 22 items in terms of circular chart, bar chart, and graph. Findings of this study indicated that there were substantial differences in terms of years of LibQUAL+ survey and user groups with undergraduate/graduate students in three dimensions. In particular, the results of A library showed that users were likely to expect more from the university library, but they perceived low service quality. In addition, there was found considerable differences among users groups in terms of undergraduate and graduate students. The improvements for library services need to focus on three dimensions such as staff, resources, and facilities as well as customized services for individual user groups.