• 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.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.05a
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• pp.169-173
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• 2003

고객만족도는 고객의 충성도, 이탈률, 재구매율, 신규고객창출 등과 밀접한 관계를 맺고 있으며, 기업성과측정모형인 BSC(Balanced Scorecard)의 4가지 평가관점 중에도 고객관점이 포함되어있다. 이처럼 중요한 의미를 갖는 고객만족도의 기존 모형들은 일반적인 평가모형으로 업종별 차별성인 없고, 새롭게 등장한 모바일 서비스의 특성을 반영한 고객만족도 평가를 수행하기에 한계가 있다. 본 연구는 기존의 모바일 서비스 관련 연구와 고객만족도 평가 관련 연구들을 고찰하고, 이를 바탕으로 모바일 서비스 분류체계와 모바일 서비스에 특화된 고객만족도 평가체계를 제시한다.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2016.05a
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• pp.35-37
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• 2016

최근 IMO에서는 e-Navigation IT서비스를 사용자 입장에서 평가하도록 인간중심설계(HCD, Human Centered Design) 활동에 기반을 둔 유용성 평가에 대하여 표준화 작업을 진행하고 있다. 만약 IT서비스를 유용성 평가 기법으로 수행한다면 문제점, 오류, 개선사항, 사용자 요구사항 등을 도출할 수 있다. 그러나 IT서비스에 대한 유용성 평가의 관련 연구는 거의 진행되지 않고 있다. 이유는 최근 국제표준 제정을 준비하고 있고 평가를 위한 도구 및 평가 척도, 방법에 대한 기준이 명확하지 않기 때문이다. 따라서 본 연구에서는 경로 계획 공유(Route Plan Exchange) e-Navigation IT서비스에 대하여 유용성 평가 과정을 수행하였다. 유용성 평가를 위해 평가도구, 평가 시나리오, 평가 척도, 평가 방법을 개발하고 항해사 대상으로 유효성(Effectiveness), 효율성(Efficiency), 만족성(Satisfaction)을 평가하였다.

• 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.

• Information Systems Review
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• v.8 no.1
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• pp.43-61
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• 2006

Evaluating ubiquitous computing services is important for the commercialization of the ubiquitous services which will be running on electronic markets. However, despite its importance and usefulness, assessing ubiquitous computing services is still in its early stage. Moreover, sufficient study of making a distinction what are 'ubiquitous computing services' or not has not been provided yet. Hence, this paper aims to propose an integrated methodology to assess the ubiquitous computing services. A multilayered approach is considered to assess not only technical but also behavioral perspectives. To show the feasibility of the assessment model, three use cases are studied and evaluated.

• Journal of the Korea Convergence Society
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• v.10 no.2
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• pp.207-215
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• 2019

The study aims to develop the indicators to evaluate archival information service environments for the disabled in archives. Based on the barrier-free authentication indicators, the study analyzed the main concepts of archival information services and the service movement lines of users in archives. The study developed new indicators to evaluate records and information service environments by synthesizing all the concepts of information services, service movement lines, barrier-free authentication indicators and the regulations related to archival information services. The study can contribute to find out core problems of service environments in archives through utilizing the new indicators and scales, and to suggest alternatives to improve the environmental conditions for the disabled.

• 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.

• 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.

• KSCE Journal of Civil and Environmental Engineering Research
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• v.39 no.4
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• pp.551-559
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• 2019

Since 2000, many local governments have been trying to introduce trams because of the government's failure to adopt environment-friendly policies and light rail. However, there is no service evaluation system that can maintain and enhance tram users' convenience, safety, and comfort during operation. In addition, the tram characteristics are not reflected in the application of the evaluation system of "management and service evaluation for public transportation operators" which is being implemented to railway operators or bus transportation operators. The purpose of this study is to develop the evaluation criteria of operating service according to tram operation model. First, we reviewed cases related to the evaluation of operating services in roads, buses, railways, and airways. And the evaluation criteria and the evaluation items are presented. This study is expected to help to secure and improve operational service in the operation phase of the tram that will be introduced in the future.

• Journal of the Korean Institute of Landscape Architecture
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• v.51 no.6
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• pp.46-60
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• 2023

This study examines the appropriateness of indicators and methodologies through the evaluation of cultural services in border areas and uses them as basic data for the ecosystem service-based management of border areas, which are key domestic ecological assets. Accordingly, in this study, seven border cities and counties were evaluated and compared based on the evaluation indicators and methods presented by the National Institute of Ecology. As a result of the cultural service evaluation, it was found that Paju City was superior in leisure and tourism, Inje-gun was best in scenic beauty and heritage, and Yanggu-gun was strongest in education, and Inje-gun in heritage. Accordingly, through this study, future tasks for comprehensive cultural service evaluation were presented as follows. First, in order to evaluate ecosystem services at the national and regional levels, it is necessary to establish an indicator system for cultural service evaluation and monitoring. Second, when building a cultural service evaluation index system, it is necessary to review upper and lower conceptual units and the consistency between indicators according to the scale of the evaluation region. Third, a specific review of DB utilization for cultural service evaluation should be conducted depending on the type of ecosystem. Lastly, given the significant lack of domestic cultural service research, additional basic research must be conducted to evaluate cultural services including non-material and qualitative perceptions. In order to evaluate cultural services in the future, additional basic research is needed for each ecosystem type, and a process of finding appropriate evaluation indicators and methods through research is necessary.