• Journal of the Korean Society for Library and Information Science
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• v.50 no.2
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• pp.271-287
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• 2016

This study intends to review the quality factors of library service for the disabled using user-centered approach. For the empirical review of quality factors, Nine quality factors were drawn after analyzing the current library service quality factors and the standards of library service for the disabled. Using these factors, The survey for identifying importance of factors and the qualitative evaluation of service cases were performed in this study. As a result of this survey, the most critical but relatively weak quality factors were facility, collection and staff factors. And the qualitative evaluation results of service cases indicated that the reading culture program and the information service factors were critical.

• Journal of Information Management
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• v.40 no.2
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• pp.47-70
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• 2009

This study is a exploratory research to develop standard measurement for service quality of public libraries through extracting common factors for them. It suggests that service quality of public libraries can be divided into three primary dimensions interaction of personnel, library resources and programs, physical environment and facilities and each dimensions be several sub-dimensions. It also suggests a third-order factor mode for public libraries' service quality based on the above dimensions and testifies it through exploratory factor analysis and confirmatory factor analysis.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.26 no.3
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• pp.241-266
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• 2015

When library performance is regarded as service quality, competency in human resources should be considered as an influential factor. This study aims to identify relationships between job satisfaction of librarians and the service quality that users recognize in public libraries. Librarians and users in 10 public libraries in Seoul, Incheon, Gyeonggi province were sampled to measure job satisfaction and service quality with $LibQUAL+^{TM}$ model. As a result, the higher the satisfaction of the duty itself and organizational factor show a high service quality. Consequently, to improve library customer satisfaction, the librarian's job satisfaction should be considered. Additionally, some practical implications are discussed.

• Journal of the Korean Society for information Management
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• v.34 no.4
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• pp.273-292
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• 2017

This paper aims to develop an evaluation model for library mobile services in terms of service quality. First, a literature review of the service quality evaluation model and the mobile library service evaluation was conducted. Then, based on the analysis, the evaluation model consisting of 4 quality dimensions, 10 quality factors, 39 quality measurement items was developed. Delphi method was applied to verify the validity of the model. Finally, a final model consisting of 4 quality dimensions, 9 quality factors, and 37 quality measurement items was derived. The evaluation model proposed in this study can be used as a measure of library mobile service quality and can be used as a guideline for improvement of library mobile service.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.2
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• pp.135-159
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• 2007

The purpose of this study is to analyze the casual relationships of the service qualify, the satisfaction of the users, and the loyalty of the users on the academic libraries. The study develops a model and a hypothesis based on the previous researches, and testifies through multiple regressions and path analysis using questionnaires from 266 academic library users(undergraduate students and graduate students) in the C University. The result of this study is summarized as the following: the service qualifies of e-service, contents, and librarians significantly influences the satisfaction of the users-undergraduate students on the qualifies of library space/environment and contents, and graduate students on the qualities of e-service and librarian. The satisfaction of the users and the quality of e-service are the variables that influence the loyalty of the users. The quality of e-service is an important variable that influence both the satisfaction and the loyalty of the users in academic libraries.

• Journal of the Korean Society for information Management
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• v.22 no.1 s.55
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• pp.267-285
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• 2005

As the Internet connections and services at U.S. public libraries have increased dramatically since 1990s, defining, assessing and measuring quality of these new electronic services have become a critical issue. This research was a study designed to identify key dimensions of Internet service quality at public libraries by providing a systematic framework for measuring and assessing the quality of Internet services. The study used modified SERVQUAL and SERVPERF instruments which have been widely used service quality measurement in business marketing areas and LibQUAL+ model which are widely adopted service quality measurement instrument in most of the academic libraries in U.S.

• Proceedings of the Korean Society for Information Management Conference
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• 2014.08a
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• pp.153-156
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• 2014

도서관 서비스 품질을 향상하기 위해서는 이용자의 요구를 파악하는 것이 무엇보다 중요하며 이를 위해 서비스 품질에 대한 속성을 분석하여야 한다. 그러나 많은 선행연구에서 서비스 품질 속성과 만족도와의 관계를 선형관계로 접근함으로써 서비스 품질 속성을 구분하지 않고 있다. 이에 본 연구는 서비스 품질에 대한 이원적 인식방법을 제시한 KANO의 3요인 이론을 적용하여 서비스 품질 속성과 만족도와의 관계를 비선형관계로 접근하여 서비스 품질 속성을 분석함으로써 이용자 관점에서 도서관 서비스 품질을 이해하고 구체적인 개선안을 제시할 수 있는 방법론을 제언하고자 한다.

• Journal of the Korean Society for Library and Information Science
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• v.40 no.4
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• pp.165-181
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• 2006

This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

• Journal of the Korean Society for Library and Information Science
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• v.58 no.2
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• pp.199-223
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• 2024

This study presents book curation services as one of the ways to establish the social role and status of public libraries in a changing social environment. It aims to identify the quality factors that influence user satisfaction and the intention to continue using public library book curation services. For this purpose, the quality factors were limited to information quality through a literature review on curation services in libraries and various fields, from which specific factors were extracted. A questionnaire survey and statistical analysis were then conducted among public library users. The results showed that among the information quality factors, variety and interestingness affect user satisfaction, while discoverability and usefulness impact both user satisfaction and the intention to continue using the services. Based on these findings, we suggest that public libraries should offer book curation services that allow users to discover new information and select themes that are engaging and interesting, and provide information about various genres and types of books.

• Journal of Korean Library and Information Science Society
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• v.41 no.4
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• pp.127-150
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• 2010

This study aims to analyze the gap between university students' cognitions and expectations on users' cognitions about dimensions of library staff service quality and the reason of gap. The results showed that the overal service didn't reach the users' minimum expectation. Among the every item of service quality, the greatest expectation service was the quick delivery of non home library materials and staff's politeness. The most great was in-depth subject services and friendly encounter. The staff service quality gave the library satisfaction; in-depth subject services, exact understanding of user needs and politeness. The great gaps were caused to the lack of willingness to answer question, the lack of communication, and the lack of user care etc.