• Journal of the Korean Society for Library and Information Science
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• v.52 no.1
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• pp.313-340
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• 2018

The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.34 no.4
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• pp.235-257
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• 2023

The pandemic, which came unannounced, has caused people to feel the limitations of physical books and spaces, and discussions on library digital capabilities and sustainable library services are spreading. The e-book service of public libraries is at the stage of expanding to the autonomous district level and seeking to revitalize the service. In this study, a user satisfaction survey was conducted on the Gangdong district Library in Seoul to identify the current status of public library e-book services and suggest improvement measures. Based on the analysis results, improvement measures were derived in three aspects: expanding e-book content, strengthening user support services, and improving the e-book system management system.

• 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 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.

• Journal of Korean Library and Information Science Society
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• v.51 no.3
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• pp.281-302
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• 2020

This study aims to suggest the ways to improve academic library's services for foreign users. For this purpose, this study analysed foreign user services of the libraries of universities which have more than 1,000 foreign students and also examined the K university library's foreign user services. And this research classified the information services for foreign users into four types, which are multilingual library homepage, multilingual notices, librarian dedicated to foreigners and multilingual user education. This study analysed the information services of a librarian dedicated to foreigners, user education for foreign students, library space for foreigners and specialized programs for foreign users and also examined the user education satisfactory survey of the K university library and conducted in-depth interview with foreign students and faculties of the K university to figure out the effect of foreign user services. As a result, this research suggests 'providing multilingual service through positioning a librarian for foreign users', 'study and research support services through customized user education', 'developing specialized service' and 'supporting extracurricular program by academic library' as the practical ways to improve academic library's services for foreign users.

• Journal of the Korean Society for information Management
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• v.22 no.4 s.58
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• pp.61-78
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• 2005

This study investigates the influences of the service qualify of public libraries, including printed publications, internet and electronic materials, culture programs and. service, library environment and facilities, and library staff, on the general satisfaction of the users, complaining intentions, and loyalty including reuse intentions. It develops a library user satisfaction model and testifies it through path analysis using questionnaires from 443 public library users in Daegu Metropolitan City area. This study shows that service qualities of printed publications, culture programs and service, library environment and facilities, and library staff Influence significantly on the general satisfaction of the users, and that service quality of library environment and facilities is the major variable which influences satisfaction and loyalty of the public library.

• 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 Society for Library and Information Science
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• v.50 no.4
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• pp.283-310
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• 2016

The present study aims to develop measures to enhance user service at Chungnam Representative Library by establishing Chungnam Representative Library Operation Master Plan. To this end, I conducted a literature review, analysis of services of other representative libraries, and a survey. The study results suggested six measures for user service enhancement. The first measure is space-specific programs, such as children's materials room, general materials room, electronic materials room, auditorium, multipurpose room, outdoor stage, exhibition room, and book café. The second measure is the services specific user types, such as children, adolescents, adults, the disabled, and multicultural families. The third measure is information service specific for information type, such as print material service and digital material service. The fourth measure is the service for the Information-Poor including the expansion of mobile library service, the service for information users in special environment, and the development of mobile library rules. Fifth measure is information service for Chungcheongnam-do residents, such as Baekje Studies specialized service that incorporates local characteristics, specialized information service for Chungcheong Studies and local materials, and information service for administrative and policy materials. The last measure is the measure to secure initial users and early stage service enhancement.

• Journal of the Korean Society for Library and Information Science
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• v.21
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• pp.141-168
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• 1991

The Purpose of this study is to explore and analyse ways of enhancing the effectiveness of reference service through reference evaluation. Marketing research technique combined with pre-evaluation theory was applied in this study to find out information for practice the service based on current concept of reference service. Aims and results of this study can be summarised as follows: First, the evaluation of effectiveness of reference service should be conducted for the purpose of finding out the ways of increasing user's satisfaction. Second, the policy evaluation was understood as the appropriated evaluation concept. The policy evaluation in principle coincides with reference service in sense that the satisfaction of public should have priority and hence be the criterion of the evaluation. Third, marketing research based on recently developed 'marketing concept', which concentrates all its efforts to meet user's demand and attempt to acquire the information for better marketing management of non-profit organization such as library, is examined to find out the evaluation method practically applicable to the pre-evaluation of reference service. In this study , conjoint analysis was adopted as the method of pre-evaluation about reference service. The Reference Room of the Central Library Yonsei University, was selected as the arget sample to find out the expected condition for the maximization of the user's satisfaction from the reference service. Based on this example study, the analysis indicates as the most desirable combination for reference service in terms of the user's satisfaction is following condition: the younger librarian with aimable personality who displays willingness In his/her assistance, plus as the method of reference service, sufficient and practical introduction to the reference materials available, plus immediate and satisfactory result of the service, and finally a library equipped with inter-library use system.

• Journal of the Korean Institute of Educational Facilities
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• v.24 no.6
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• pp.37-44
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• 2017

This study is about user satisfaction of the Junior College Library based on its characteristics of space composition. For this, we studied characteristics of space composition targeting the libraries in colleges in Seoul and Gyeonggi-do. First, in case of study of characteristics of space composition for books and library data, student satisfaction for traditional and normal library areas was high. It means that the service based on library areas should start from normal library areas as well as there is a change about space as the type of data in libraries change to electric data and multimedia. Second, If we look at the space for a reader and a user, satisfaction for a normal reading room was high. we can also see that satisfaction for a computer room and a multimedia reading room was not higher but still high. Also, the reason why satisfaction for a multimedia reading room that provides various activities was high was that the complex of a library space is needed to provide users with various activities. Third, in case of space for programme function and meeting, satisfaction for the room of video information and the group study room was high. we can see that user satisfaction for the space got high basically when a user is satisfied with the proper information technology based on interaction Fourth, as a result of variance analysis of 3 spaces of Junior College Library and the services, the size of the space of service does not influence user satisfaction directly. Even the space is small, if it decorates variously like with a lighting for a user, a window seat to meet the nature of users and has specific factors such as space reservation using internet, user satisfaction is high. If we summarise the result of this study, to make user satisfaction for speace in a Junior College Library higher, not just we need to try to make it extend as a educational, a cultural place but we also need to accept the student's requirement that the space also needs to be extend as a complex cultural space.