• Journal of the Korean Society for Library and Information Science
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• v.58 no.1
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• pp.417-439
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• 2024

This study aimed to analyze the impact of public library librarians' innovative work behavior on service quality, which is an indicator of organizational performance. To achieve this goal, the study surveyed both librarians and users of seven public libraries in the Seoul metropolitan area and assessed 77 cases of librarian data and 309 cases of user data. The innovative work behaviors of librarians and the quality of service provided to users were examined. The analysis showed that idea realization, the final stage of innovative work behavior, was beneficial for information control. However, idea generation, the initial stage of innovative behavior, adversely affected the affect of service and information control dimensions. The situation where the process stalled at the idea generation stage without progressing to the next stage (idea promotion or realization), was interpreted as leading to decreased service quality. The significance of this study is that it applied the concept of innovative work behavior to public libraries and suggested the impact of public librarians' innovative work behavior on service quality using an empirical method.

• Journal of Information Management
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• v.33 no.3
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• pp.1-26
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• 2002

The rapid change in almost every area of science at the turn of the 21st century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The library and information center acting as a service provider aims to establish a framework for improvements in services by focusing on the user's perspective on service quality and classifying the factors that contribute to service quality. This study adopted the LibQUAL+ model, which is derived from SERVQUAL model for measuring quality of service in the field of Service Marketing.

• Journal of the Korean Society for Library and Information Science
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• v.56 no.1
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• pp.387-404
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• 2022

This study statistically verified the service quality factors(book&contents, writer&manpower, service support, facility&environment of the program) that affect the satisfaction of 'One Library, One Book' program, and the influence relationship of satisfaction on the intention to use focused on the Jgu Public Library in Seoul. As a result, first, the service quality factors that have a statistically significant positive(+) effect on the satisfaction of the program were found to be the book&content, author&manpower factors of the program. Second, it was shown that the satisfaction of the program had a statistically significant positive(+) effect on the intention to use. The results of this study can be used as useful basic data to improve the quality of the 'One Library, One Book' program in public libraries in Korea in the future.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.4
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• pp.365-385
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• 2007

This study develops a set of measures for public library services to children. It is designed to use both measures for library service quality including personnel, library materials and resources. spaces for the service, and other services. and those for library customer satisfaction on equal basis. It specifies 23 scales for 4 each dimensions of measures for service quality, based on the suggestions both from the consulting members of specialists and from the personnel of the National Library for Children and Young Adults. and from the results obtained from the analysis on the questionnaires from the public librarians to children and researchers in this fields. This measures were testified by applying to 18 sample libraries.

• Journal of the Korean Society for information Management
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• v.24 no.2
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• pp.5-27
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• 2007

While $LibQUAL+^{TM}$ is in the headlines of many articles focusing on library service evaluations, little research has been conducted to study the relationship between the $LibQUAL+^{TM}$ factors and the adoption of library services. It remains unclear whether the factors of $LibQUAL+^{TM}$ have any effect on its adoption. A framework was adapted from Icek Ajzen's theory of planned behavior and proposed to extract factors affecting the adoption of library services. The factors were examined via data collection from a Web-based questionnaire survey with college students in the United States. Factor analyses and multiple regression analysis were conducted. Findings show that the intention to use library services is explained by attitude toward library service quality. The attitudinal factors that are significant are (1) perceived personal control, (2) perceived affect of service, and (3) perceived comprehensiveness of information. The relative importance among the factors is also represented by the numbered sequence. However, perceived timeliness of information access and the perception of library as place do not have a significant effect on the intention. This study extends the research on library service evaluation, and provides a new evaluation framework by applying adoption behaviors.

• Journal of the Korean Society for information Management
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• v.27 no.1
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• pp.119-136
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• 2010

The purpose of this study is to suggest a revised model for library e-service quality research based on Zeithaml & Bitner's model. To achieve this purpose, this study reviews the previous literature related to the study of service quality and e-service. According to the study results, 'physical quality' is the most important factor which influences on the customer perceptions of library e-service quality. Furthermore, this study suggests eight service quality dimensions of 'physical quality' for library e-service. In addition, customer's personal factors and previous experiences with similar services can be regarded as important factors which influence on the 'physical quality' of library e-service.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.1
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• pp.295-311
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• 2008

The authors examine the service quality of the National Library of Korea and its effects on the customer satisfaction and the annual number of visit. In particular this article tests the actual effects of the extension of opening hour that has been famous for increasing ratio of library operation and employing more librarians. A survey of 332 customers was conducted to measure individual perceptions on the customer service and satisfactions and estimate structural equation models across two time slots: the daytime, and night hour. The major findings of this study are that the service quality tends to increase customer satisfaction.

• Journal of the Korean Society for Library and Information Science
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• v.36 no.1
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• pp.211-231
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• 2002

The purpose of this study is to apply the international quality certification system to service quality evaluation in library and information service centers. The study compared various aspects of their quality certification systems and considered application studies of foreign libraries. The results of this study illustrate that TQM based quality certification systems-Doming Quality Prize, Malcolm Baldrige National Quality Awards. European Quality Awards-reflects a broader, more dynamic and custome-oriented quality concepts. On the contrary, ISO 9000 Standards are based on a narrow, static and in house-oriented quality concepts emphasizing conformance to specifications.

• Journal of Korean Library and Information Science Society
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• v.40 no.2
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• pp.267-286
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• 2009

This study develops the LCSI(Library Customer Satisfaction Index) to measure the customer satisfaction of public libraries from 4,540 public library users in Daegu Metropolitan City area. LCSI consists of three variables; service quality divided into three primary dimensions(interaction of personnel), library resources and programs, physical environment and facilities) as independent variables, overall satisfaction and customer complaints as parameter, and customer loyalty as dependent variable. This model calculates LCSI scores at the ratio of 40% in satisfaction index to three dimensions of library service quality, 40% in overall satisfaction, and 20% in customer loyalty.

• Proceedings of the Korean Society for Information Management Conference
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• 2005.08a
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• pp.269-276
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• 2005

이 연구는 대학의 핵심기관인 도서관을 이용하는 주요 고객중 D대학 전체교수를 대상으로 대학도서관의 서비스품질과 무료이용지각, 고객지향성등의 선행요인이 교수의 만족도에 미치는 영향과 이용자만족도가 재이용의도 및 구전의도에 미치는 영향을 실증적으로 분석하였다.