• 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 Korean Library and Information Science Society
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• v.36 no.2
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• pp.93-120
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• 2005

The purpose of this study was to delve into literature of library service quality, including recent studies on the same theme, and to suggest what types of major issues there were and what should be studied in the future. Specifically, the concept and characteristics of service quality, service quality models, service determinants (outcome variable), user satisfaction and e-service were discussed. Articles on the quality of information service, like library-related LibQual, were examined, and it's attempted to make a comprehensive review of studies on service quality and to introduce major international studies on same issues. Finally, what future research efforts should focus on in each field was presented.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.1
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• pp.209-233
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• 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 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.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 Korean Library and Information Science Society
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• v.48 no.1
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• pp.319-344
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• 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
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• v.41 no.1
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• pp.255-272
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• 2010

This paper aims to describe the measurement and improvement of academic library service quality by ISA (Importance-Satisfaction Analysis). This research established service quality model on based LibQUAL+(R). It consisted of 18 items that formed three dimensions, affect of service quality, information control quality, and library as place quality. To execute this research, the service quality according the users' importance and satisfaction of library service is measured through Gaps model and ISA. The data for this case study was collected through the survey conducted the users of the H University library. By applying SPSS 17.0 and Excel 2007, the final 113 surveys were used for analysis.

• Journal of the Korean Society for Library and Information Science
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• v.56 no.3
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• pp.391-414
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• 2022

This study treats bureaucracy as one of the main systematic characteristics of public libraries and analyzes the effects on performance based on service quality. Doing this analysis, we investigated the service quality of each library by conducting a questionnaire survey from users of eight public libraries in Seoul metropolitan area of South Korea. We also measured the bureaucratic characteristics of the libraries through another questionnaire survey from librarians. Then based on the survey data, it is analyzed how bureaucratic characteristics affect service quality. According to the analysis results, bureaucratic and post-bureaucratic characteristics had causal relationships with service quality. Especially, several combinations of the characteristics affected service quality. In addition, among the characteristics, a system of rules was more important in the relationship with service quality. This study is meaningful to consider bureaucratic characteristics for public library organizations to produce a high-quality service through empirical research.

• Journal of the Korean Society for information Management
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• v.31 no.3
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• pp.65-87
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• 2014

Organizational communication is an element of organizational structure formation; it is also a process of achieving organizational goals through the information sharing among the staff members in the organization as a social system. Organizational performance is a multidimensional concept composed of efficiency and effectiveness and satisfaction. Effectiveness implies service quality and the degree of goal achievement. Service quality by using the $LibQUAL+^{TM}$ model can be considered as an objective performance measure for libraries. This study aims to identify the effect of organizational communication in public libraries on service quality as a performance measure using the $LibQUAL+^{TM}$ model through statistical analyses of the results from questionnaire surveys of librarieans and users in 8 public libraries in Seoul metropolitan area. The result says the characteristics of organizational communication(upward, horizontal, downward communication) affects the three elements in the library service quality, such as affect of service, information control and library as place.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.2
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• pp.271-294
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• 2012

This study is designed to evaluate the service quality of public libraries according to managing entities by LibQUAL+ and to devise ways to improve problems based on comparison and analysis of the differences in the service qualities. To achieve this, four public libraries in Seoul according to the managing entities were investigated. They consisted of libraries of public corporations, cultural centers, foundations and universities. Minimum service quality level, desired service quality level and perceived service quality was analyzed based on nine-point Lickertis scale. A survey was employed and consisted of twenty-two items. The results showed that current level of service met the minimum level, yet failed to reach their desired service level. The study suggested that public libraries contracting out to private sector need to actively apply users' demands and the changing environment of libraries, and continue to strive to provide public library users with high quality service through efforts of evaluating and improving the services for their users.