Journal of Korean Library and Information Science Society (한국도서관정보학회지)

Korean Library and Information Science Society (한국도서관정보학회)
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Measuring Service Quality in Academic Libraries

대학도서관 서비스 품질의 측정

  • 박동진 (안동대학교 경영학과) ;
  • 윤동원 (안동대학교 도서관, 경영학 석사)
  • Published : 1999.12.01
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Abstract

The purpose of this research is to evaluate the service quality measure and service quality level between one sample library and the other. Most typically, service quality is defined in terms of reducing the gap between customer expectations and the actual service provided. This research also focuses on gap reduction. Service quality concept was originally discussed in a commercial environment and may require some adaptation to the non-commercial environment of the academic library. A revised service quality measure that developed by P. J. Calvert and P. Hernon(1996) was used for this research. Results showed that service quality measure of this research was reliable(99 service quality items scale's Cronbach Alpha coefficient was 0.983) and was validated by correlation and factor analysis. Therefore service quality measure of this research will be applied positively for academic libraries. And this research showed that the service quality level of sample academic library was inferior to that of the others. The service quality of sample academic library should be improved to meet the customer's needs and expectations immediately.

Keywords

References

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