• Journal of Information Technology Services
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• v.8 no.4
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• pp.17-40
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• 2009

This study is to guide to estimate service quality on ITSM operation based on ITIL(IT Infrastructure Library). ITIL v2 and v3 provide how to integrate framework of IT service and business process. It is widely used as ITSM operation base. As a latest IT trend, ITSM covers Hardware, Software, SaaS, Network, Call center, Helpdesk, ASP portal and IT operation. Servicedesk is selected as target area where valid sampling is addressable and service change is rapid. Traditional Helpdesk was focusing on technical support to solve internal IT issues passively. But it was evolved into Service Desk which focus in process and provide integrated service from customer's business view point preventively and proactively. Accordingly outsourcing types business are normally performed by group of professional capability. Service quality is measured under the SLA(Service Level Agreement). This study utilized SERVQUAL model as service quality measuring tool developed by Parasuraman, Zeitaml and Berry to find critical factors to satisfy customer. And test was processed regarding effectiveness of IT organization and customer view point thru sampling. Though valid parameters can be changed by ITSM areas under the SERVQUAL models, they naturally can be accepted as a index of service quality measurement after sampling test with acceptable significance. And I recommend to follow this study as a preparation before official SLA.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.24 no.4
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• pp.197-215
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• 2013

This study generated the suggestions to minimize the duplicated cultural programs offered by various regional public service institutions via promoting effective collaboration among the institutions with the limited local resources while making the public libraries as the center of the partnership. We measured the level of program duplicability; conducted statistical analysis of the cultural program offering; and analyzed program participation status as well as the participation surveys. This led to the following results: 1) public libraries focused on offering humanities general education related programs; 2) participants had high expectations on the reading and writing programs; and 3) social welfare organizations offered programs, which targeted the older population, and the corresponding participants had high satisfaction rate. According to the results, the institutions including the public libraries should take into account of the ages and preferences of the potential participants when offering various programs. In addition, the public libraries should continue to offer humanities general education as well as information use programs.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.4
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• pp.57-76
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• 2017

The purpose of this study is to investigate the determinants of the quality of Web-based legal information services and their significant influences on the user continuance intentions. Based on the main dimensions of the SERVQUAL, this study conceptualizes five dimensions of reliability, assurance, design, empathy, and responsiveness. It measures the level of expectation and satisfaction on the basis of these five dimensions. Regression analysis was conducted to extract and analyze the determinants of the service quality and the factors affecting continuous intention. The level of legal information service quality is superior in empathy, responsiveness, and design category, but it is relatively insufficient in reliability and assurance category. In the reliability category, the relevance of the search results was an issue. The problems related to the authority and information sources were recognized as important. Reliability implies that there is a relatively close relationship between empathy and responsiveness, and that it is necessary to improve the quality of contents such as empathy and responsiveness in order to increase reliability. In order to increase the ongoing use of legal information services in the future, it is more effective to make sure that assurance is top priority.

• Journal of the Korean Society for information Management
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• v.24 no.2
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• pp.105-122
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• 2007

To understand the present status and the development of the digital reference service in Korean public libraries, a nationwide site observation was attempted in 2007. The collected data was analyzed, then compared with the previous analysis based on a 2003 data. For the 404 sites offering digital reference, operational characteristics, such as access level, service mode, link description, policy, web form, and FAQ, are analyzed, Performance analysis focused on the presence of question posting, volume of usage, response rate, and types of the questions, for the data collected for 15 days through question and answer transcript recording. Results reveal findings on the present situation as well as changes over 4 years. Related problems are identified. The conclusion includes suggestions for improving digital reference service.

• Journal of the Korean Society for information Management
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• v.37 no.3
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• pp.203-220
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• 2020

With the COVID-19 pandemic being prolonged, the society is being converted into an untact society, thereby affecting the service methodology of domestic and foreign library systems. This study thus surveyed the librarians' awareness of COVID-19 response measures of public libraries, and proposed public libraries' response measures in situations where the novel infectious disease is spreading and prolonging. Specifically, the proposed measures include, first, preparing national-centered library countermeasures to jointly respond to the epidemic disease, second, strengthening various untact and online services of various public libraries through government-level budget support, third, a thorough prevention of epidemics and preemptive response from the viewpoint of employees and users, and fourth, the expansion of library services aimed at resolving the digital cultural divide among classes of people, including information unfairness.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.27 no.4
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• pp.21-62
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• 2016

Since talent model and core competence based training are in demand, this study aimed to develop proper talent model and major competencies for the Department of Library and Information Sciences at K University and propose appropriate educational subjects based thereon. To this end, related documents were analyzed, expert opinions were obtained, and a consumer survey was conducted, which yielded the following results. First, the talents required at the Department of Library and Information Sciences were broken down into different areas, such as curation, intelligence, service, technology, and professionalism. Second, fifteen major competencies were demanded from these talents, such as collection (in terms of collecting documents and information), organizational, and preservation skills. Third, in order to realize these talents and major competencies, K University has implemented additional subjects in its curriculum. Furthermore, it appears that the librarians' talents and their competencies in the field should be developed at the national level, while NCS core competence based training should also be developed and implemented.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.1
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• pp.99-124
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• 2018

This study examines the actual operation status of the Korean children's library cultural program and analyzes the service type and operation status. Through this, it seeks the direction of cultural programs that can accommodate the needs of the users and establish the identity of the library. This study analyzes 856 kinds of cultural programs found on the homepage of 48 children's libraries in Korea. It was found that the lecture type programs for elementary school students were operated the most. In addition, most of the students participated one to three times during the lower grades of elementary school by their parents' recommendation. The satisfaction level of experiential cultural programs was the highest.

• Journal of Information Management
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• v.39 no.1
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• pp.83-108
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• 2008

This thesis investigated disabled students' actual status of applying for university libraries. This thesis investigated how many times the university disabled students utilized the libraries, if facilities, apparatuses, materials, and regular employees were operated properly, and if they were established actually on the target at thirty private university libraries located at Seoul and Gyeonggi regions in operation of specially screening the objective students for special education in 2008. The investigation found that the general operation level of university libraries for disabled students were less than "medium"(average 2.38). As for utilization ratio, the most university students responded that "they didn't utilize libraries so many times(60%)". As for the response ratio of university library facilities and services, the most university students responded, "very insufficient", 99 items(32.27%), and the least university students responded, "very excellent", 28 items(7.0%). On the other hand, as for the analysis of each field, building facilities, in all of the items, were established more than "medium"(average 3.26), but material preparation level(average 1.8 point), employee education for softly supporting disabled students, and library utilization education on the target at disabled students(average 1.87) were less than "insufficient". Especially, the field of service was "insufficient level"(average 2.48), and standard deviation was more than 1.4. Manpower stationing and material delivery services have the biggest standard deviation between universities. So, this investigation found that university libraries reformed access to facilities a lot, but that its level of fundamental policy for library, such as materials, manpower, and the education on utilization, were in insufficient level.

• Journal of the Korean Society for information Management
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• v.27 no.3
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• pp.15-34
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• 2010

In this study we determine the level of awareness among academic librarians of ten technological tools as outlined in American Libraries. Towards this end, we conducted a survey targeting 156 academic librarians in 25 Korean university libraries. Questionnaires were designed to determine both the viability and level of acceptance of the ten technological proposals in question. Conclusions drawn after analyzing the responses to the survey were as follows: 1) Customer service can be improved by first drawing up a list of technological skills required for staff members. Methods to develop the cataloging service to more closely match individual user preferences and the use of SMS to send alerts proved to be the proposals, of the ten that were proposed, that not only bore the greatest necessity but also proved to be the most effective once they were implemented. 2) Proposals that proved to be the most difficult to implement were: Using technology to improve the cataloging service to make it more capable of evolving according to the individual preferences of users; the special event wiki for users; and improvements in customer service arising from identifying and drawing up a list of technological skills required for staff members.

• Journal of the Korean Society for information Management
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• v.3 no.2
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• pp.42-74
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• 1986

The objective of the study is to search for a theoretical and practical solution for the question "what is the most effective and Qualitative method of information service for the college and university libraries in Korea." Assuming the maximum service, or total service theory in information services, it needs the subject specialist who has highly qualified in his subject. This research adapted the survey method by questionnaire to the reference/information librarian who worked in college and university libraries, 159 librarians returned the questionnaires. By the analysis of this questionnaires, the following major results were found: 1. There were only 7.6% who could be called as subject specialist in Korean college and university libraries. 2. The subject specialist system is necessary to enhance the Information services in college and university libraries. 3. The major functions of subject specialists are information services In given subject fields; to prepare the bibliographies, guides, reading lists, indexes and abstracts; distribution of information and current awareness services; well balanced collection developments; liaison function between academic departments, students and faculty members; formal and informal lecture on the use of the library and the resources; and the cataloging and classification. 4. The best library and information education system is the graduate level study which is offering the M.L.S. or M.S. of library and information science with the emphasis on the study of subject background. 5. They will establish the faculty status for academic librarian by the development of subject specialist system in college and university libraries in Korea.