• 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.49 no.1
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• pp.89-111
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• 2015

The purpose of this study is to review recent academic studies on the service quality evaluation of libraries in Korea and to derive from research trends and several suggestions. This paper compared and analyzed service quality evaluation models in the field of library and information science and management science. This study also conducted comparative analysis of academic journal articles on 'service quality evaluation models of digital libraries'(2002~2007) and 'service quality evaluation of libraries'(2009~2014) in Korea.

• 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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• 2006.08a
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• pp.33-40
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• 2006

이용자의 정보요구 변화와 이용자 중심의 서비스로 전환 그리고 도서관의 심화된 경쟁 등의 도서관을 둘러싼 환경의 변화는 이용자 기대의 변화와 도서관 경영이 변화를 가져왔다. 따라서 이용자에 대한 관심의 증가와 그들의 요구를 파악하기 위한 노력이 도서관 경영에 필요하게 되었으며, 도서관 품질 평가에 있어 수치적인 측면에서 탈피하여 고객 중심의 품질 평가로의 전환이 필요하게 되었다. 본 연구는 서비스 품질 측정에 관한 다수 이론들과 모형을 정리하여 도서관 서비스 품질을 측정하는 새로운 도구를 제시해 보고자 한다.

• Proceedings of the Korean Society for Information Management Conference
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• 2006.08a
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• pp.41-48
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• 2006

도서관 품질 평가를 위한 척도로 개발된 라이브퀼 플러스(LibQUAL+)를 국내 대학도서관에 적용하여 분석을 시도하였다. 이용자 집단별(신분, 연령, 성별, 전공, 도서관 방문횟수, 도서관 홈페이지 접속 횟수) 사전 기대와 실제 인식 사이의 갭을 평가하고 그 원인을 분석하였다. 평가 후 실제 도서관 경영에 필요한 서비스 개선방안을 마련하고 이용자의 인식 향상 및 요구사항에 대처하기 위한 활동과 책무를 밝힘으로써 도서관 서비스 품질 평가를 수행하고, 그 방안을 마련하였다.

• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.161-188
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• 2002

The rapid change in almost every area of science at the turn of the 21s1 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 study adopted the SERVQUAL model and five factors of SERVQUAL. Tangibles, Reliability, Responsiveness, Assurance. and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results. all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.r another.

• Journal of Korean Library and Information Science Society
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• v.40 no.2
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• pp.243-265
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• 2009

The purpose of this study is to review recent studies on the service quality evaluation of digital libraries and to derive from research trends and several suggestions. Specifically, this paper compared and analyzed recent literatures on e-service quality evaluation of digital libraries in Korea with regard to service quality evaluation models and measure methodologies. Finally, this study offered two important suggestions. The one is the necessity of developing a standardized service quality evaluation model for digital libraries which is customized in korean environment and the other is establishment of development guideline of service quality evaluation for digital libraries.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.1
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• pp.49-69
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• 2016

This study aims to draw implications on development of service quality evaluation criteria for academic libraries in Korea. First, this study review recent academic research trends on service quality evaluation criteria for academic libraries. Second, This paper diagnosed result of 'the pilot evaluation of academic libraries in Korea' conducted from 2010 and 2011 and prospect the direction on the evaluation of academic library according to 'Library Promotion Act' established in march 27, 2015. Finally, this article was performed comparative analysis of studies or criteria on service quality evaluation for academic libraries.

• Journal of the Korean Society for information Management
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• v.35 no.4
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• pp.51-75
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• 2018

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.

• Journal of the Korean Society for information Management
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• v.20 no.2
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• pp.73-91
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• 2003

Research papers on sevice quality, which began with the manufacturing industry in many Northern Europe at the end of 1970, have been found since the companies became much concerned about the level of services they offered. Libraties can not be an exception to this situation. It is absolutely necessary to find a way to develop a competitive strategy to offer a high level of service to those who use libraries. The purpose of study is to evaluate the quality of library services by applying "SERVQUAL" and "SERVPERF" of evaluating service quality and to determine which of these 2 methods is better in terms of measuring library services. The study also investigated the relationship between the service quality an user satifaction.