• Journal of the Korean Society for information Management
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• v.23 no.4 s.62
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• pp.129-146
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• 2006

This study analyzed the user behaviors of the electronic journal users and the influences of service quality of electronic journals on the customer satisfactions, customer loyalty, and frequency of visit to the library building. Approximately 60 percent of users prefer e-journal to printed formats. Service quality of electronic journal was measured by four dimensions: reliability of service, convenience of service, public relations, and user instructions.100 faculty members and 267 graduate school students were surveyed using questionnaires. It was concluded that each dimensions of service quality positively influenced on the customer satisfactions, and customer satisfaction positively influenced on loyalty, and negatively on frequency of visit to the library building.

• Journal of the Korean Society for Library and Information Science
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• v.36 no.2
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• pp.89-117
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• 2002

The purpose of this study is to construct a model for measuring and assessing service quality in public libraries based on the theory of service quality in marketing area. Firstly the degree of importance of service factors is measured and ranked according to the value of each factor. This importance ranking indicates the order of service improvement. Secondly the correlation model between service factors and customer's satisfaction and behaviour is established and verified in statistical method. The result shows that the order of service quality factors which have influence on the customer's satisfaction and behaviour is the order of service quality factors required preferential improvement.

• Journal of the Korean Society for Library and Information Science
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• v.48 no.2
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• pp.137-157
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• 2014

This study analyzed the general user behaviors and the perceptions on service quality, satisfaction, loyalty of the users of the special winter vacation programs at the public libraries in Daegu Metropolitan City. Among the 444 collected questionnaires from the participants in the programs at 8 public libraries in the City, a total of 300 were analyzed for the study. As results, many participants have visited the libraries with their family members, and have applied the programs through the helps from their parents. They rated higher the service quality, the satisfaction, and the loyalty than other child users of the children's services as well as the adult participants of the cultural programs and of the public libraries. In the analysis of the structural equation model (SEM) on the service quality, customer satisfaction and loyalty, all of the service quality factors of special winter vacation programs, namely program contents and instructors, staff supports and services, and facilities and equipments, have significant effects on the user satisfaction. Staff supports and services factor of the service quality has significant direct effects on loyalty along with the overall satisfaction, but program contents and instructors factor and facilities and equipments factor have no significant direct effects on loyalty.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.12 no.1
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• pp.43-64
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• 2001

The purpose of this study was to measure performance of university libraries, especially investigating the components of service quality and their relationship to the customer satisfaction. The result of the statistical analyses is summarized as follows： The result of 5 point scale study shows the following degree of satisfaction in 55 components： timeliness of circulation, processing of fine. location of library, usefulness of retrieval system, library user education, speed of retrieval. number of terminals, and cleaning. On the other hand, shows the following degree of dissatisfaction in 55 components： speed of civil petitions, hour for program use, result of civil petitions, fixing of library user education, speed of retrieval, method of public relation, waiting time for Internet use, and use of the other library materials. Also. customers’matters of weight and importance was availability. learning facilities, suitable collections, circulation, and system of retrieval.

• Journal of the Korean Society for information Management
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• v.34 no.2
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• pp.115-135
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• 2017

Many for-profit and not-for-profit organizations' service provider can affect customers' perceptions of the organization based on the relationship between the customers and the organizations. This study aims to identify the relational benefits in libraries, and analyze the relationship between relational benefits and library trust and perception using a questionnaire. As a result, public library customers realize relational benefits with librarians. And these relational benefits affect library trust and perception. This study is meaningful in that it focuses on the relationships in libraries for the first time, which can contribute to the positive perceptions of customer-librarian relations.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.3
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• pp.113-132
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• 2016

Positioning technique which has been widely used for making marketing strategy by analyzing customer's image also has been used for public and test-taker's image analysis about public facilities, entrepreneurs, universities. This study analyze image of library and Information science students who trying to find a job in library fields about diverse types of library and information centers by Positioning technique. As a result of Similarity cognition analysis by multidimensional Scaling and K-means clustering, it was found that students recognize that public, national, university, school library are similar, on the other hand, portal company and special library are different from those types. In the jobs, user service jobs and technical service jobs are recognized as separated clusters, and cultural program job is also recognized dissimilarly from those clusters. By the way, images about work satisfaction and stability of employment shows high in national library; high wage shows high in portal company; employee's growth potential shows high in special library; job importance shows high in reference service jobs; difficulty shows high in content's job. Anyway, in the workplace selection, almost students regard stability of employment as top priorities, accordingly they prefers public library at most. Such a preference concentration tendency is strongly appeared in local university students than in metropolitan area students as a result of Pearson's chi-square test.

• Journal of the Korean Society for information Management
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• v.36 no.2
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• pp.31-56
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• 2019

The user satisfaction and needs of an academic library were caught through a questionnaire survey in this study. The aim of this study is to draw up the CRM based plan for meeting user needs on the study. The users' demographic information, library resources & their use, homepage, services, and facilities/environment of the library were categorized in the questionnaire and analyzed for this study. The major conclusions of this study are: (1) The library resources use was the highest, and its facilities/environment was the lowest in the user satisfaction study. It also revealed that there are much necessities for the quick acquisition and dissemination of the requested material to the library users, and for the inter-library loan (ILL) services among campuses for the subscription books in the library resources use study, too; (2) There are a lot of necessities for the improvement of OPAC retrieval and the subscription books system, and menu rearrangement in the library homepage; (3) There are a lot of necessities for the plans of more frequent library event, more detailed event guidance, and more reinforcement of public relations such as SMS, push services of SDI etc. in the library user services; and (4) There are a lot of necessities for the improved policies to the complaints of library users such as the lack of common study place and lockers, air conditioning and heating problem, complaints about facilities management of restroom (lack of toilet paper), library accessibility on campus, unauthorized user management etc. in the facilities/environment of the library.

• Journal of Korea Multimedia Society
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• v.17 no.4
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• pp.490-505
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• 2014

IT governance in order to achieve the strategic goals of the organization, leadership, organizational structure, and the process is defined. In order to achieve IT governance, organizational structure, leadership for spindle formation, maintenance, and standardized processes to specific and an effective ITIL (Information Technology Infrastructure Library) management model is needed. In this study, the K Authority Management Model of IT Governance ITIL - based research on service delivery and customer satisfaction through the effective information for ITSM (Information Technology Service Management, IT Service Management) building measures, information for business planning and performance management PMS (Project Management System, project Management System), survey on ICT service levels established through the process of planning and construction management models such as ITIL future research on the public portion of the proceeds from the ITIL management model can be utilized as a guideline when establishing a theoretical presents a base.

• Journal of Information Processing Systems
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• v.16 no.2
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• pp.246-260
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• 2020

IT Service Management (ITSM) achieves consolidated management for the IT services supporting the acquisition system, and no outside connections can be established with such ITSM. Issues pertaining to the D2B can be addressed to System Q&A or a Call Center for problem-solving. In other words, internal staff can take the necessary measures for problems by directly connecting with ITSM. Currently, diverse innovative technologies are being used in electronics and ubiquitous computing environments. This allows us to create a better world by providing the backbone for remarkable development in our human society in the fields of electronics, devices, computer science, and engineering. Following the expansion of IT services in the military acquisition sector such as Defense Electronic Procurement, military export/import support system, etc., customers' dependence on IT for conducting business with the military or related companies is increasing, including the military's dependence on the same technology for services to the public. Nonetheless, issues pertaining to the simplified/integrated management of complex IT service management systems, including slow system recovery, lack of integrated customer service window, and insufficient information sharing, have become the priority problems that IT managers are required to solve. Therefore, this study conducted research on the integrated management of IT services provided by Korea's national defense acquisition system, which was developed based on the existing system IT Infrastructure Library (ITIL) v2, and investigated the level of satisfaction with services with focus on ensuring that it can be used for understanding the necessity of the system and its advancement in the future.