• Journal of the Korean Society for Library and Information Science
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• v.23
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• pp.127-163
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• 1992

The proper evaluation of reference services requires qualitative approach as well as quantitative one. The quality of a reference service can be evaluated by how promptly and accurately a librarian responds to the user's questions and also by how much the user is satisfied with the librarian's overall performance in providing the answer. In this study, the reference service of an university library was evaluated by the following procedure : 1. Identification of a group of the most frequently referred Korean government publications through two pre-tests of user surveys. 2. Preparation of 130 questions of bibliographic and factual type from the above publications. 3. Selection of 30 questions which can be answered from the collection of the evaluated library. 4. Mimic requests of reference service by 5 proxies trained on the unobtrusive test method with 30 questions asked at various times of the day and on various days of the week during a period of 5 months. 5. Drawing up of response sheets (by proxies) with descriptive comments on library staffs' question administration, response, attitude, etc. 6. Preparation and coding of data tabulation sheets and final analysis. The conclusions of this study are as follows : 1. The user serveys showed that needs for the library service for government publications were great. The $80\%$ of the government publications users were visiting more than two organizations for access to information and the $37\%$ were getting information directly from the publishers. 2. The librarians of the evaluated library could give correct answers to $53\%$ of 30 (bibliographic and factual) guestions. 3. The correctness of answer was independent of the length of the time spent the librarians. The librarians' grasp of the questions and direction of approach determined the success or failure of the service. 4. The librarians relied too much on the reference library catalog which doesn't include many of the government publications of their own collection. 5. The $79\%$ of the failure of the service were due to the librarians' lack of knowledge as to the information source for government publications and the unsystematic method of approach to it.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.1
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• pp.369-391
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• 2018

The purpose of this study was to develop a measurement scheme that assesses organizational performances in library department unit level by applying PCSI model, a Public-service Customer Satisfaction Index. Specifically, this study adopted the Antecedent Model, a component of the PCSI's three-part model, that consists of a total of 12 service quality indices. The study selected a large-scale library as a case to analyze and design a method. We analyzed the library's organizational missions and goals set by each of its six departments, and then mapped them with each of the 12 service quality indices. This mapping was further developed as a work analysis scheme of the library and as a measurement tool. A total of 341 library users participated in a survey that was designed to assess 12 service quality indices. As a result service quality was measured for each index, which in turn, calculated the library's service performance index for both entire and individual units of the library. The results reveled the measurement tool useful in assessing service performances for both individual unit and the entire library.

• Journal of Korean Library and Information Science Society
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• v.44 no.1
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• pp.305-331
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• 2013

The aim of this study was to find out how the activity and the effect of the service of school library assistance is done. To this end, a library in S high school was visited, and interviews were conducted with regard to the student assistants to find out how the selection of new members, operating organization and activities are done. Also, a survey was conducted to examine the service activity and satisfaction level with regard to 77 student assistants in libraries of four high schools. In addition, a survey was conducted to find out the satisfaction level of the service provided by the student assistants in the school library with regard to 386 general students. The study results showed that the satisfaction level of the student assistants in the school library was high, and the satisfaction level of the service provided by the student assistants in the school library was positive.

• Journal of Korean Library and Information Science Society
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• v.42 no.1
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• pp.205-223
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• 2011

This study is to suggest the ways to make the education in Library and Information Science more professional and more practical by going through the problems in the curriculum of Library and Information Science in the aspect of 'reference service'. For this purpose, the curriculum changes of 32 domestic universities offering Library and Information Science between 2005 and 2009 was analyzed and compared with the current situation of the U.S. The research has revealed some problems. First of all, it shows that the subjects such as the introduction of or the theory of library and information science still comprise a large portion of the domestic curriculum. Additionally, there seems to be much difference in the number of subjects between the universities. Lastly, there are few subjects which consist of the observation and understanding of the library field, and participation therein. Therefore, to operate the 'reference service' curriculum effectively, it is necessary to offer courses for understanding the users and subjects and for the reference service. In addition, it is necessary to strengthen the practical education through a close connection with the library field. Finally, it is urgent not only to expand the subjects for improving the ability of user education and communication but also to make the curriculum of each university specialized.

• Journal of the Korean Society for Library and Information Science
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• v.44 no.1
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• pp.5-28
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• 2010

This study analyzed the characteristics of library service users' information seeking behavior based on the grounded theory methodology. After interviewing twelve undergraduate students, the researcher coded the data based on the grounded theory methodology. As a result of the entire coding processes, this study constructed the library service users' information seeking behavior model. According to the model, the following ten factors are important when explaining library service users' information seeking behavior: the information users' environment, other people, users' experiences, recognition of information sources, information provided, memory, a need-creating environment, information gathering, information use, and satisfaction and/or dissatisfaction.

• 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 BIBLIA Society for library and Information Science
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• v.31 no.1
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• pp.137-162
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• 2020

As the core task was selected in the 3rd Comprehensive Library Advancement Plan, 'Reinforcement of programs and services to strengthen future citizens' capacity required in the Fourth Industrial Revolution', the customized curation service of the library using artificial intelligence technology has recently been in the spotlight. The purpose of this study is to find out how the customized curation service affects the relationship between the library and the user. As a result, the library curation service was proved to have a statistically significant effect on user satisfaction and reliability. Satisfaction and reliability were also found to have a positive effect on library revisit, word of mouth intention, increased use, and new service intention. The results of this study can be used as basic data for the development and the operation of customized curation services based on user demand surveys, and could further contribute to enhancing the status of public libraries in Korea by mproving the competitiveness of libraries in the future society.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.16 no.1
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• pp.27-43
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• 2005

This research is a study designed to identify the needs for information literacy instruction for the U.S. public library Internet service users. The levels and needs of Internet service users as well as the development and effectiveness of the Internet services at the U.S. public libraries were investigated. The survey was administered to the Internet service users at four public libraries in the upper Midwest region of the U.S.A total of 386 surveys were collected and analyzed. The result showed that as the years of Internet use experience and the level of expertise increases, user satisfaction decreases. However, the users who had taken any Internet class showed more satisfaction than who had not. This research offers a new direction and need for information literacy instruction for public library Internet service users.

• Journal of Korean Library and Information Science Society
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• v.41 no.4
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• pp.127-150
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• 2010

This study aims to analyze the gap between university students' cognitions and expectations on users' cognitions about dimensions of library staff service quality and the reason of gap. The results showed that the overal service didn't reach the users' minimum expectation. Among the every item of service quality, the greatest expectation service was the quick delivery of non home library materials and staff's politeness. The most great was in-depth subject services and friendly encounter. The staff service quality gave the library satisfaction; in-depth subject services, exact understanding of user needs and politeness. The great gaps were caused to the lack of willingness to answer question, the lack of communication, and the lack of user care etc.

• The Journal of Sustainable Design and Educational Environment Research
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• v.7 no.1
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• pp.1-14
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• 2008

Gyeonggi Province is trying to increase the number of public libraries from 100 as of December, 2006 to 150 in 2010. However most of existing public libraries preferred mid-to-large scale libraries, so they were restricted to be located in around a zone of life. For this reason most local residents have been excluded from right to use libraries and have difficulties to get library services for the knowledge and information society of the 21st century. The alternative to the small library is a school library. Both schools and public libraries are located in around a zone of life because residents can get an access to them easily. First, considering that small-scale public libraries of communities usually service about 10,000-20,000 people, I estimate that an open-style school library services 24class, 840people (24class*35people) of elementary school by 2003 Korean Library Standard (edited by Korean Library Association). Second, it requires systematic protection policies so that the open-style school of library can function as a local public library and a part of library cooperation system in accordance with local plans. All the open-style school libraries don't intend to open and we had better consider the suitable service areas. Third, it's desired for the management efficiency that the open-style school libraries being established afterward are divided into a branch-scale, a hall-scale and so on, not being uniform management model. And it also needs that one of them in the area enlarges the scale, and then supports other school libraries. According to these results of the research, as cooperation between the public library policy of a local government and school library policy, it needs a systematic support.