Journal of the Korean Society for Library and Information Science (한국문헌정보학회지)

Korean Society For Library And Information Science (한국문헌정보학회)
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A Study on the Evaluation of Service Quality and Importance-Performance Analysis in Research Libraries

전문도서관의 서비스품질 측정과 중요도-성과분석에 관한 연구

  • 민윤경 (이화여자대학교 문헌정보학과) ;
  • 정동열 (이화여자대학교 문헌정보학전공)
  • Received : 2016.01.22
  • Accepted : 2016.02.09
  • Published : 2016.02.29
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Abstract

The purpose of this study is to examine users' perceived importance for service attributes and performance in research libraries, and further to suggest the improvement strategies for research libraries. The survey was conducted for the library users of 14 government-funded research institutes. The questionnaire for this research was developed from the standard LibQUAL+. Statistical analyses were conducted to identify the relationship between service quality and users' satisfaction, and the gap between perceived importance and performance by user groups. According to the result of statistical analyses, the priority of service improvement strategies of research libraries were suggested.

본 연구는 전문도서관을 효율적으로 운영할 수 있는 개선전략 수립을 위해 전문도서관의 서비스품질에 대한 이용자의 중요도와 성과인식을 분석하는 것을 목적으로 하였다. 전문도서관의 서비스품질 측정을 위해 경제 인문사회연구회 소속 14개 기관의 이용자를 대상으로 LibQUAL+의 서비스품질 3개 차원 22개 품질요인에 대한 중요도와 성과인식을 조사하였다. 수집된 데이터를 기반으로 서비스품질의 중요도-성과인식에 대한 갭 분석, 중요도-성과분석을 실시하고, 연구모형에 기반하여 수립된 연구가설을 검증하였다. 분석결과를 기반으로 이용자 집단별(경영진, 연구원, 일반직원) 서비스품질 개선방안의 우선순위를 제안하였다.

Keywords

References

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