• Title/Summary/Keyword: Library service quality

Search Result 330, Processing Time 0.025 seconds

A Study on the Improvement of Service Quality for the Elderly in Public Libraries Using Potential Customer Satisfaction Improvement Index (PCSI Index) and Kano Model (Kano 모델과 PCSI Index를 활용한 공공도서관 노인 서비스 품질 개선에 관한 연구)

  • Jae-eun Eom;Seong-hee Kim
    • Journal of Korean Library and Information Science Society
    • /
    • v.54 no.1
    • /
    • pp.115-142
    • /
    • 2023
  • The purpose of this study is to classify the quality attributes of service quality for the elderly in public libraries, derive satisfaction coefficients and dissatisfaction coefficients, and present the priority improvement of service quality. To this end, a survey was organized with 22 questions from LibQUAL+ for elderly users who use library in uiseong-gun, gyeongsangbuk-do. Quality factors for service were classified into three areas of LibQUAL+ based on the kano model, and the satisfaction index and dissatisfaction index felt by users for each service quality were calculated through timko's customer satisfaction coefficient. Based on this, a Potential Customer Satisfaction Improvement index (PCSI index) was obtained to determine how much user satisfaction can be improved when actual requirements are met. As a result of classification of quality attributes of service quality, it was classified into 9 attractive quality, 7 one-dimensional quality, 1 indifference quality, and 5 must-be quality. In the improvement ranking for service, the first place was 'making electronic resources accessible from my home or office', the second place was 'print and/or electronic journal collections I require for my work' and the third place was 'a library web site enabling me to locate information on my'. It is expected that the study results can be used to present quality factors that should be managed and improved first when providing services for the elderly.

The Effects of Use Patterns and Service Quality on Performance and Use Satisfaction on Library Information System (도서관의 이용패턴과 서비스품질이 정보화성과지각 및 만족에 미치는 영향)

  • Jung, Hyung-Shik;Yeoum, Seoung-Yeoub
    • Journal of Global Scholars of Marketing Science
    • /
    • v.18 no.4
    • /
    • pp.217-244
    • /
    • 2008
  • Consumers' overall satisfaction on a specific library use is inferred to be primarily accrued from their performance perception and use satisfaction on the library information service system as recent information technology is being rapidly improved and more libraries are being equipped with advanced information technologies. However, prior research has been conducted only on general library service quality and visitors' satisfaction, leaving the important aspects of visitors' library use and information performance perception. Thus, the objectives of this research are to examine the effect of library use patterns such as general visit for book reading and more professional information search, coupled with service quality, on the library users' performance perception on the information system that in turn, affects library use satisfaction on the same information system. More specifically, this study examines whether library visitors perceive differenltly the information system performance according to their library use patterns such that professional library users may have less positive on information system service due to their higher expectation or more positive perception on it due to variety of information uses and positive judgment on advanced information system. Next, three dimensions of service quality, consisting of interaction, outcome, and physical evidence quality in visitors' library use situations, are hypothesized to affect performance perception on library information system. Thirdly, the performance perception on library information system is hypothesized to influence the system use satisfaction while these two constructs are to affect visitors' overall satisfaction. we develop the following research model in accordance with the above theoretical reasoning. All variables used in this study(General Use Patterns, Professional Use Patterns, Interaction Quality, Outcome Quality, Physical Evidence Quality, Information Performance Perception, Information Use Satisfaction, Overall Satisfaction) were defined operationally based on the underlying prior studies. A survey was conducted with prepared questionnaires to about 400 visitors of a specific university library. Among them, 353 proper questionnaires were finally used for the analyses. Two-step approach was used to test the hypotheses. First, confirmatory factor analysis was conducted to guarantee the validity and reliability of variables. The results showed that all variables had not only convergent and discriminant validity, but also reliability. Then, research model was examined with a structural equation using LISREL 8.30 version. The fitness of the research model was found to be within the acceptable level. The findings of this study are as follows. The professional library use pattern was found to affect the users' performance perception on the library information system while the general library use pattern was not. Second, three dimensions of service quality (interaction, outcome, physical evidence) were found to influence the information system performance respectively while none of them was not to information use satisfaction. Third, library users' performance perception on the information system operation was found to affect the information system use satisfaction, both of which also influence users' overall satisfaction of the library. The findings of this study suggest that contemporary libraries strengthen their advanced information system operation in a way of user orientation and more importantly maximize their visitors' utilization of information system, accompanying proper material and various program development. This study conceptualized the new constructs of library users' performance perception on the information system and information use satisfaction which could better explain library users' overall satisfaction. Thus, furture study related with library service could utilize the constructs of information system performance and satisfaction as well as the variety of library use patterns in the users' viewpoints.

  • PDF

Study on Activate Methods for Digital Contents Service to Support Academic Courses in e-Learning (e-Learning 강의 지원을 위한 디지털콘텐츠 서비스 활성화 방안연구 - I 대학 교수.학생.도서관서비스를 중심으로 -)

  • Lee, Jong-Won;Go, Chan
    • Journal of Digital Convergence
    • /
    • v.8 no.2
    • /
    • pp.89-102
    • /
    • 2010
  • The present thesis aims to analyze in consideration of recent changes in teaching environment in the universities the commercial digital contents and e-learning courses provided by the libraries, and to propose the ways to encourage university library service needed under the current situation. A survey of professors and students upon the quality of commercial digital contents service provided by the libraries in I University was made to measure its influence upon e-learning courses. The quality of commercial digital contents service provided by libraries was measured through Digital Library Service Quality Index (which will be referred as DL-SQL Model from here), which is used as a model to examine the Digital Library Service, with partial adjustments of 4 levels (information system service, digital books service, customer service quality, and customer community service) and 7 components (search possibility, an exclusive organization and interface, accessibility, digital books, customer support service, personalized service, and customer community). Among the library services in regard to digital contents, "customer service" and "customer community service" were analyzed to have stronger influence upon e-learning teaching and studying than quality-based service for "information system" and "digital books". Consequently, it is concluded that customized information service provided by the library for the professors who teach e-learning courses and their students is more influential to supporting e-learning courses than quantity pushing service through purchasing commercial digital contents, upon which the direction of digital contents policy to provide library services for e-learning courses should be based.

  • PDF

Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Qualify, Customer Satisfaction and Loyalty : A Case Study of the National Library of Korea (이용자와 직원이 인식하는 도서관의 서비스품질과 만족도, 충성도 - 국립중앙도서관의 사례를 중심으로 -)

  • Oh, Dong-Geun;Lim, Young-Kyu;Yeo, Ji-Suk
    • Journal of the Korean Society for Library and Information Science
    • /
    • v.40 no.4
    • /
    • pp.165-181
    • /
    • 2006
  • This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

The Revitalization of Public Library Reading Through Special Quality Service Program Development (공공도서관 특화서비스 프로그램 개발을 통한 독서활성화 방안)

  • Park, Mi-Young
    • Journal of Korean Library and Information Science Society
    • /
    • v.38 no.1
    • /
    • pp.315-339
    • /
    • 2007
  • For the public library reading revitalization in this study it is to review program development examples which is differentiated by own library from the existing reading education and reading program. Based on the specialized program examples it intended suggesting a method of reading revitalization, after reviewing enlarged specialized function in the existing public library function, and analyzing related the reading activity status concerning with Seoul city public library, 'One Library One Book Reading' activity and U. S. A public library. Also, this study suggested future public library reading revitalization through the specialized quality service program development and construction related reading.

  • PDF

An Empirical Analysis on the Service Quality of the National Library of Korea and Its Effect (국립중앙도서관의 서비스품질과 그 효과에 대한 실증적 분석)

  • Han, Sang-Il;Kim, Young-Jea;Yu, Pyeong-Jun;Bae, Deuk-Jong
    • Journal of the Korean Society for Library and Information Science
    • /
    • v.42 no.1
    • /
    • pp.295-311
    • /
    • 2008
  • The authors examine the service quality of the National Library of Korea and its effects on the customer satisfaction and the annual number of visit. In particular this article tests the actual effects of the extension of opening hour that has been famous for increasing ratio of library operation and employing more librarians. A survey of 332 customers was conducted to measure individual perceptions on the customer service and satisfactions and estimate structural equation models across two time slots: the daytime, and night hour. The major findings of this study are that the service quality tends to increase customer satisfaction.

An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method (PCSI 선행요인 모형에 기반한 도서관 조직성과 평가 방법론 개발에 관한 연구)

  • Kwon, Nahyun;Lee, Jungyeoun;Pyo, Soon Hee
    • Journal of the Korean BIBLIA Society for library and Information Science
    • /
    • v.29 no.1
    • /
    • pp.369-391
    • /
    • 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.

Development of Service Quality Measurement Model and Index for Digital Libraries (디지털도서관의 서비스 품질 측정모형과 지표 개발)

  • Hwang, Jae-Young;Lee, Eung-Bong
    • Journal of Korean Library and Information Science Society
    • /
    • v.41 no.1
    • /
    • pp.121-147
    • /
    • 2010
  • The purpose of this study is to develop and prove service quality measurement model and indicators which are able to measure objectively service quality of digital libraries in Korea. Literature review and Delphi survey are used to investigate service quality dimensions. User perceived service quality performance was measured to validate DL-SQI model with three digital libraries. Finally DL-SQI(Digital Library-Service Quality Index) model was developed which is composed of four primary dimensions. The survey results reveal that reliability coefficient is 0.8 which means high reliability of survey and it suggests that DL-SQI model based on the above dimensions is proved through confirmatory factor analysis.

  • PDF

A Review of Studies on the Service Quality Evaluation of Digital Libraries: on the Basis of Evaluation Models and Measures Methodologies (디지털도서관의 서비스 품질 평가 연구에 관한 고찰 - 평가모형 및 측정방법을 중심으로 -)

  • Hwang, Jae-Young;Lee, Eung-bong
    • Journal of Korean Library and Information Science Society
    • /
    • v.40 no.2
    • /
    • pp.243-265
    • /
    • 2009
  • The purpose of this study is to review recent studies on the service quality evaluation of digital libraries and to derive from research trends and several suggestions. Specifically, this paper compared and analyzed recent literatures on e-service quality evaluation of digital libraries in Korea with regard to service quality evaluation models and measure methodologies. Finally, this study offered two important suggestions. The one is the necessity of developing a standardized service quality evaluation model for digital libraries which is customized in korean environment and the other is establishment of development guideline of service quality evaluation for digital libraries.

  • PDF

A Study on the Influences of the Service Quality of 'One Library, One Book' Reading Program in Public Libraries on the Satisfaction and Use Intention: Focused on the Jgu Public Library in Seoul (공공도서관 '한 도서관 한 책 읽기' 프로그램의 서비스 품질이 만족도 및 이용의도에 미치는 영향에 관한 연구 - 서울특별시 J구 구립도서관을 중심으로 -)

  • Chang, Rosa
    • Journal of the Korean Society for Library and Information Science
    • /
    • v.56 no.1
    • /
    • pp.387-404
    • /
    • 2022
  • This study statistically verified the service quality factors(book&contents, writer&manpower, service support, facility&environment of the program) that affect the satisfaction of 'One Library, One Book' program, and the influence relationship of satisfaction on the intention to use focused on the Jgu Public Library in Seoul. As a result, first, the service quality factors that have a statistically significant positive(+) effect on the satisfaction of the program were found to be the book&content, author&manpower factors of the program. Second, it was shown that the satisfaction of the program had a statistically significant positive(+) effect on the intention to use. The results of this study can be used as useful basic data to improve the quality of the 'One Library, One Book' program in public libraries in Korea in the future.