• Journal of Korean Society for Quality Management
• /
• v.51 no.1
• /
• pp.19-36
• /
• 2023

Purpose: The purpose of this study is to empirically verify the structural relationship between public library service-scape, flow, user satisfaction, and customer loyalty for adults who use public libraries for academic purposes in a changing public library environment. To this end, this study reviewed the concepts of public library service-scape, immersion, user satisfaction, and customer loyalty with existing literature, proposed a research model based on this, and empirically verified them. Methods: This study collected and statistically analyzed data for adults using public libraries for the purpose of reading books or studying. The collected data were checked using SPSS 24.0 and AMOS 24.0 and the research hypothesis was verified by analyzing the results using the structural equation modeling technique. Results: The results of the study are as follows. First, spatiality, aesthetics, and amenity of service-scapes have a positive effect on flow. Second, spatiality and amenity of service-scapes have a positive effect on user satisfaction. Third, Flow has a positive effect on user satisfaction. Fourth, Flow and user satisfaction have a positive effect on customer loyalty. Conclusion: This study is meaningful in that it suggests a strategic direction to enhance the service competitiveness of public libraries by strengthening the service-scape.

• Journal of the Korean Society for information Management
• /
• v.26 no.3
• /
• pp.45-67
• /
• 2009

The ecosystem of the Library has been radically changing in the advent of ubiquitous information service technology. We are already aware of the digital library due to popularizing digital information resources and we are impressed with Library 2.0 and Social Semantic Digital Library of user-centered, service-oriented library. We summarize the ultimate goal of the evolution of library systems as knowledge services and propose a logical model of library system for the realization of knowledge services. This local model can be applied for a library framework to harmonize the diverse knowledge resources, active users with participation and collaboration, the innovation of library business and ubiquitous information service technologies to achieve the missions of library in knowledge-intensive society.

• Journal of the Korean Society for information Management
• /
• v.39 no.3
• /
• pp.195-216
• /
• 2022

In this study, the author applied the service design methodology to the university library to maximize the service value provided by the university library. To this end, the 'Double Diamond Model', a service design model, was applied to the university library, and service design tools such as Persona, Customer Journey Map, and Touch Points were utilized. To reflect on the service design in the university library, the author first reviewed the literature related to the subject and researched the previous studies. Then, the issue was discovered by questionnaire surveys, interviews with users and librarians, and field investigations. Based on this, Persona and situation scenarios were derived. In addition, after synthesizing Persona's situational behavior and user's emotional change, the study visualized the Customer Journey Map and suggested service improvement plans for 11 items in 3 areas. This study is focused on the process of deriving service improvement plans rather than improving a specific service. The purpose of this study was to improve university library service and to suggest new service plans. The significance of this study is that the practical service improvement plans were applied to the university library.

• Journal of the Korean Society for information Management
• /
• v.34 no.4
• /
• pp.273-292
• /
• 2017

This paper aims to develop an evaluation model for library mobile services in terms of service quality. First, a literature review of the service quality evaluation model and the mobile library service evaluation was conducted. Then, based on the analysis, the evaluation model consisting of 4 quality dimensions, 10 quality factors, 39 quality measurement items was developed. Delphi method was applied to verify the validity of the model. Finally, a final model consisting of 4 quality dimensions, 9 quality factors, and 37 quality measurement items was derived. The evaluation model proposed in this study can be used as a measure of library mobile service quality and can be used as a guideline for improvement of library mobile service.

• Journal of the Korean BIBLIA Society for library and Information Science
• /
• v.23 no.2
• /
• pp.235-253
• /
• 2012

The library circulation service, which refers to the lending of library material outside of the library, is a basic and essential service provided by the library. However, changes in the library circulation service are being made according to a more management-oriented operation and the development of information technology. Consequently, the library faces a paradigm shift 'from library-centered service' to 'user-oriented service' and experiences changes in library circulation service due to the growth of library networks. Also, each library, in order to respond to the changes, tries to specialize the library circulation service by utilizing available library resources. In that context, this study, through the case study of the "Chack DanBi" library circulation service of Eunpyeong Public Library, investigates and analyzes the changing library circulation service according to the above perspectives; seeks the meaning of the service; and aims at enhancing our understanding of the library circulation service.

• Journal of Information Technology Applications and Management
• /
• v.15 no.4
• /
• pp.1-20
• /
• 2008

Increasing number of corporations applies IT service management systems to optimize IT service delivery and support processes. For this reason, implementation experiences and effect of IT service management system are growing concerns for IT managers and researchers. This case study analyzes implementation experiences on an ITIL based service management systems in an medium sized corporation. The exploratory case analysis revealed that systems and service quality were improved from the implementation. This study will contribute to the successful implementation of IT service management system and developing a research model of IT service management process.

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

• Journal of the Korean Society for information Management
• /
• v.19 no.3
• /
• pp.237-261
• /
• 2002

The purpose of this study is to measure the library online service quality based on the expectation and the service performance from the users' point of view. The online questionnaire was developed based on SERVQUAL, however information quality dimension was added on it, and the survey was conducted within a research library. The factor analysis for effecting library online services showed that 5 service dimensions were loaded discretely, and information quality was put in the other dimension. The IPA (Important Performance Analysis) result confirmed that information quality, service reliability, and service assurance were considered as important factors : multiple regression analysis revealed that tangibility and information quality were the most significant dimension for the library online service.

• Journal of the Korean Society for information Management
• /
• v.22 no.1 s.55
• /
• pp.21-45
• /
• 2005

The document delivery service is an advanced service to satisfy information need of end-user by the cooperative utilization of information. At present there are various interpretation on library exemption of the document delivery service by interlibrary loan. The purpose of the study is to suggest a legal plan in order to solve the problems of library exemption dealing with the document delivery service by Fax and Ariel system. The study examined the international trends on library exemption related to the document delivery service in foreign copyright laws, analyzed the library exemption related to the document delivery service in the present Korean copyright law, and pointed out the problems of the present library exemption. As the result of this analysis, the study suggested a revised plan of the present Korean copyright law in order to provide regulation of library exemption dealing with the document delivery service by interlibrary loan. Thus the revised plan can be used as a basic data for providing the regulation for the future of library exemption in Korea.

• Journal of the Korean Society for information Management
• /
• v.36 no.1
• /
• pp.73-94
• /
• 2019

The purpose of this study is to investigate the quality of service that affects satisfaction of special library users and to suggest ways to improve the function and role of special library. The data were collected by survey and interview method conducted with 111 library users in 6 local research institute using modified questionnaires based on LibQUAL+. The results revealed that human quality factor had more influence on library service satisfaction than space and information quality factor. Also, there were statistically significant influence between library service satisfaction and three sub service factors, such as service attitude, space convenience, and information usability. The interviewers indicated problems of special library service in lack of data, inactivation of digital data, space problem, data sharing problem, and lack of experts. Finally this study proposed several suggestions to improve service quality of special library of local autonomous entity research institution.