• Journal of Digital Convergence
• /
• v.8 no.2
• /
• pp.89-102
• /
• 2010

The present thesis aims to analyze in consideration of recent changes in teaching environment in the universities the commercial digital contents and e-learning courses provided by the libraries, and to propose the ways to encourage university library service needed under the current situation. A survey of professors and students upon the quality of commercial digital contents service provided by the libraries in I University was made to measure its influence upon e-learning courses. The quality of commercial digital contents service provided by libraries was measured through Digital Library Service Quality Index (which will be referred as DL-SQL Model from here), which is used as a model to examine the Digital Library Service, with partial adjustments of 4 levels (information system service, digital books service, customer service quality, and customer community service) and 7 components (search possibility, an exclusive organization and interface, accessibility, digital books, customer support service, personalized service, and customer community). Among the library services in regard to digital contents, "customer service" and "customer community service" were analyzed to have stronger influence upon e-learning teaching and studying than quality-based service for "information system" and "digital books". Consequently, it is concluded that customized information service provided by the library for the professors who teach e-learning courses and their students is more influential to supporting e-learning courses than quantity pushing service through purchasing commercial digital contents, upon which the direction of digital contents policy to provide library services for e-learning courses should be based.

• Journal of the Korean Society for Library and Information Science
• /
• v.50 no.1
• /
• pp.209-233
• /
• 2016

The purpose of this study is to examine users' perceived importance for service attributes and performance in research libraries, and further to suggest the improvement strategies for research libraries. The survey was conducted for the library users of 14 government-funded research institutes. The questionnaire for this research was developed from the standard LibQUAL+. Statistical analyses were conducted to identify the relationship between service quality and users' satisfaction, and the gap between perceived importance and performance by user groups. According to the result of statistical analyses, the priority of service improvement strategies of research libraries were suggested.

• Journal of Korean Library and Information Science Society
• /
• v.48 no.1
• /
• pp.319-344
• /
• 2017

As the social environment changes, the public library's services for older persons need to be improved from a new perspective. Therefore, this study analyzed the relationships among user satisfaction of major services, overall service satisfaction, service quality components (i.e., service affection, information control, and library as place), and re-use intention according to demographic characteristics by evaluating the public library's services for older persons with applying LibQUAL+ and surveying the user satisfaction. This study proposed to provide appropriate information and service according to the changes of the elderly user environment, develop the library collection according to the diversified information needs by older users, and allocate personnel who could offer a service to older people.

• Journal of Korean Library and Information Science Society
• /
• v.54 no.1
• /
• pp.115-142
• /
• 2023

The purpose of this study is to classify the quality attributes of service quality for the elderly in public libraries, derive satisfaction coefficients and dissatisfaction coefficients, and present the priority improvement of service quality. To this end, a survey was organized with 22 questions from LibQUAL+ for elderly users who use library in uiseong-gun, gyeongsangbuk-do. Quality factors for service were classified into three areas of LibQUAL+ based on the kano model, and the satisfaction index and dissatisfaction index felt by users for each service quality were calculated through timko's customer satisfaction coefficient. Based on this, a Potential Customer Satisfaction Improvement index (PCSI index) was obtained to determine how much user satisfaction can be improved when actual requirements are met. As a result of classification of quality attributes of service quality, it was classified into 9 attractive quality, 7 one-dimensional quality, 1 indifference quality, and 5 must-be quality. In the improvement ranking for service, the first place was 'making electronic resources accessible from my home or office', the second place was 'print and/or electronic journal collections I require for my work' and the third place was 'a library web site enabling me to locate information on my'. It is expected that the study results can be used to present quality factors that should be managed and improved first when providing services for the elderly.

• Journal of the Korean BIBLIA Society for library and Information Science
• /
• v.23 no.1
• /
• pp.215-234
• /
• 2012

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

• Journal of the Korean Society for Library and Information Science
• /
• v.41 no.3
• /
• pp.55-79
• /
• 2007

In this study the need for new service qualify assessment scale is investigated to cope with the paradigm change in library information service and the dimension and model for e-service quality assessment applicable to a digital library are developed. In order to verify newly proposed dimension and model for e-service qualify assessment, the dimension which is developed by employing data collected from NDSL(National Digital Science Library) and its factor are analyzed and casuality analysis between independent and dependent variables is executed based on the proposed e-service qualify model We also analyze the gap between customer's ideal expectation and perception and, finally investigate what is the most important dimension among e-service quality in the digital library from the customer's point of view.

• Journal of the Korean Society for Library and Information Science
• /
• v.56 no.1
• /
• pp.387-404
• /
• 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 information Management
• /
• v.26 no.3
• /
• pp.69-87
• /
• 2009

By exploring plausible relations between factors of service quality and user satisfaction, this study has derived significant determinants of user satisfaction. Based on the analytical findings, this study suggested practical measures to enhance user satisfaction of special libraries. If we determine the priority order of three dimensions of service quality depending on specialized areas of special libraries, and revise the items of higher correlations with user satisfaction, then we could effectively and efficiently level up user satisfaction of special libraries.

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

• Journal of the Korean Society for information Management
• /
• v.19 no.3
• /
• pp.237-261
• /
• 2002

The purpose of this study is to measure the library online service quality based on the expectation and the service performance from the users' point of view. The online questionnaire was developed based on SERVQUAL, however information quality dimension was added on it, and the survey was conducted within a research library. The factor analysis for effecting library online services showed that 5 service dimensions were loaded discretely, and information quality was put in the other dimension. The IPA (Important Performance Analysis) result confirmed that information quality, service reliability, and service assurance were considered as important factors : multiple regression analysis revealed that tangibility and information quality were the most significant dimension for the library online service.