• Journal of the Korean Society for Library and Information Science
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• v.43 no.2
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• pp.329-350
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• 2009

The purpose of this study is to develop the indicators of user satisfaction for Korean public library evaluation. This is an attempt to overcome the inequality of indicators, which mainly consist of inputs and outputs. User satisfaction indicators are constructed through literature reviews and the prepared indicators are tested through a user survey of public libraries. Notably, the test is focused on the applicability of indicators for public libraries with a variety characteristics such as scale and operation organization. Based on the analysis of the results, this study suggests a total of 10 indicators.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.4
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• pp.315-329
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• 2007

The objective of this study is to identify key dimensions of e-service quality and explore their relations to user satisfaction at Public libraries. This research used a modified e-service quality model and surveyed Internet service users for measuring and assessing Internet users' service satisfaction at 'A' public library in Seoul region. Using an exploratory factor analysis. the study identified three factors, named Service Affect, Information Access, and Tangibles as key dimensions for public library e-service quality. Also it was found that users' satisfaction was strongly positively correlated to their intention to refer others to the service.

• Journal of Information Management
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• v.36 no.3
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• pp.167-182
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• 2005

This study is to provide the customer's satisfaction and the economic evaluation model for the KISTI S&T Informaion Analysis Report with the results of the survey. Recently the important issue for the informaion analysis service is make policies that reflect the proper demand and satisfaction of customers. In this paper, we explain how the evaluate of information analysis service in the customer's satisfaction and the economic valuation model can be estimated using survey. In such a setting, the customer's satisfaction and the economic evaluation model are important methods for the reflection of monitored information in national scientific and technological policies.

• Journal of the Korean Society for information Management
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• v.28 no.1
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• pp.285-308
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• 2011

This study examines user satisfaction in public libraries nationwide. It analyzes service quality factors that affect user satisfaction of public library patrons and identify sub-factors of service quality that affect the overall user satisfaction. User satisfaction factors were developed to measure library satisfaction in all aspects of the library service. Six variables were identified, including volume of books, staff, programs, facilities, online services, and information availability. According to survey findings, general library satisfaction was strongly correlated with information availability, facilities, and staff. Relatively lower levels of satisfaction were identified in the areas of online services and programs. All six service quality factors were statistically significantly associated with user satisfaction, where information availability, facilities, and volume of books showed stronger associations than the other three factors.

• Korean Journal of Social Welfare Studies
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• v.43 no.2
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• pp.5-29
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• 2012

Previous performance evaluation focusing on objective data of service agency has the limitations that did not reflect user-centered evaluation. With the expansion of voucher service, importance of perspective of service user such as satisfaction index is increasing. As voucher service has been delivered by the financial burden of government and user, we need the performance evaluation system that reflects the both performance indices to meet the accountability of two stake-holders. So this study focuses on deriving integrated evaluation system developing systems what mixed objective and subjective performance. Data used in this study is collected form 70 social service agencies that deliver voucher service and 1445 service users. Using General Satisfaction Index and Efficiency Index by DEA, this study analysed the correlation between efficiency and satisfaction index, and integrated performance evaluation model is constructed through portfolio map. This study has the following implication. This study theoretically explains the relation of objective performance and subjective performance and gives practical guidance in performance evaluation criterion and interpretation of performance.

• Journal of the Korean Society for information Management
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• v.26 no.3
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• pp.69-87
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• 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.

• Korean Journal of Social Welfare
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• v.64 no.4
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• pp.137-161
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• 2012

The importance of voucher service evaluation is increasing with the expansion of voucher, but the previous studies on performance evaluation could not reflect the characteristics of voucher. But there is no study on the factors affecting voucher performance. Thus, this study focuses on the empirical analysis of voucher program performance and analysed the factors affecting voucher satisfaction. Data used in this study is collected form 70 social service agencies that deliver voucher service and 1445 service users in Community-Development voucher service in Community Service Investment Program. The methods applied in this study are Hierarchial Linear Model(HLM) using service user variables(level 1) and service agency variables(level 2). These variables are extracted from the previous studies on performance of social welfare service and voucher service. The findings show that user's satisfaction is influenced by level 1 variables such as sex, need and also influenced by level 2 variables of service type and area* organization type. On these analysis, this study gives policy implication.

• Journal of the Korean Society for information Management
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• v.36 no.1
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• pp.137-168
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• 2019

This study measures and analyzes the university library user's sense of community, service quality assessment, user satisfaction and loyalty. In addition, the effect of the university library user's sense of community on university library user satisfaction and loyalty mediated by the assessment of the quality of service is investigated. On the basis of study result, to improve user satisfaction and user loyalty, the direction and implications of library development are presented. In order to achieve the purpose of the study, precedent research and literature were investigated, and the study model and hypothesis were established based on theoretical background. In order to verify the hypothesis, a total of 300 questionnaires were distributed to subject who had experience using the Central Library among undergraduate students at the C National University, and the final 282 sample was used for analysis. To analyze the differences depending on the general characteristics of the samples, It is the result of an independent sample t-test and one-way ANOVA. The results of the mediated effects analysis using the PROCESS macro-programs models 4 and 6 of Hayes for hypothesis testing are as follows. First, The university library user's sense of community (Service Benefits Perception and Satisfaction, Mutual sense of influence) effect the user satisfaction of university library mediated by service quality assessment at statistical significance. This showed that the higher the university library user's sense of community, the higher the service quality assessment, and the higher the user satisfaction level of university library. Second, The university library user's sense of community (Service Benefits Perception and Satisfaction, Mutual sense of influence) effect the user loyalty of university library mediated by service quality assessment and user satisfaction. This showed that the higher the university library user's sense of community, the higher the service quality assessment, the higher user satisfaction level of university library and the higher the user loyalty level of university library. The results of this study showed that the university library user's sense of community has a direct and indirect effect on enhancing user satisfaction and loyalty through the service quality assessment.

• Korean Journal of Social Welfare Studies
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• v.42 no.1
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• pp.151-177
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• 2011

With the expansion of Voucher program, academic and practical concerns of performance evaluation of voucher service has been more emphasized. Accordingly, client satisfaction survey are expanding these days, but the study of client satisfaction as a performance indicator aimed at service client has not been yet conducted systematically. The purpose of this study is to develop Satisfaction Index, targeting at client of community-development voucher program in Community Service Investment Project conducted by the Ministry of Health and Welfare. Data were collected from 1800 client of community-development voucher program. This study summarized theoretically many kinds of satisfaction measurement and composed the Satisfaction Index reflecting characteristics of Voucher. By the item analysis and reliability analysis, the element satisfaction was identified as homogeneous items. General satisfaction were obtained using element satisfaction and overall satisfaction, it was found to be valid through the evaluation of convergent and discriminant validity as a tool for satisfaction. This study suggest using the '1step weighted approach' than '2step weighted approach' having weakness of complex overlapping manner.

• Proceedings of the Korean Society for Information Management Conference
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• 1999.08a
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• pp.109-112
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• 1999

본 연구는 이용자의 정보요구를 최대한 충족시키고 보다 사용하기 편한 이용자 지향의 탐색엔진을 개발하기 위해서 이용자 관점에서 국내 탐색엔진 한글알타비스타와 네이버를 평가하고자 한다. 이용자 중심의 탐색엔진 평가를 위해, 본 연구는 이용자가 자신의 검색질의로 탐색엔진을 통해 직접 검색을 하게 한 후 검색결과에 대해 이용자 스스로 평가하도록 한다. 평가기준은 수와 첸의 탐색엔진의 평가기준을 바탕으로 하여 탐색시간 및 노력, 탐색결과의 정확율, 연결성, 중복률, 유용성, 이용자의 만족도로 한글알타비스타와 네이버의 검색효율성 출 비교·평가하고자 한다.