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


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.


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