Journal of Korean Library and Information Science Society (한국도서관정보학회지)

Korean Library and Information Science Society (한국도서관정보학회)
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A Study on the Service Quality Evaluation of Older Persons in Public Libraries by the Use of LibQUAL+: The Case of G-gu in Seoul

LibQUAL+를 적용한 공공도서관 노인 서비스 품질 평가에 관한 연구

  • 김보일 (강서구립 곰달래도서관, 나사렛대학교 점자문헌정보학과) ;
  • 김선호 (대구대학교 문헌정보학과)
  • Received : 2017.02.16
  • Accepted : 2017.03.13
  • Published : 2017.03.31
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Abstract

As the social environment changes, the public library's services for older persons need to be improved from a new perspective. Therefore, this study analyzed the relationships among user satisfaction of major services, overall service satisfaction, service quality components (i.e., service affection, information control, and library as place), and re-use intention according to demographic characteristics by evaluating the public library's services for older persons with applying LibQUAL+ and surveying the user satisfaction. This study proposed to provide appropriate information and service according to the changes of the elderly user environment, develop the library collection according to the diversified information needs by older users, and allocate personnel who could offer a service to older people.

사회 환경 변화에 따라 공공도서관의 노인 이용자 서비스는 새로운 관점에서 제고되어야 할 필요가 있다. 따라서 이 연구에서는 LibQUAL+를 적용한 공공도서관 노인 서비스 품질을 평가하고 이용자 만족도를 조사하여 인구통계학적 특성에 따른 주요 이용 서비스 만족도, 전반적인 서비스 만족도, 서비스 품질 구성요인(서비스 영향력, 정보 제어, 도서관 장소) 그리고 재이용의도와의 관계를 분석하였다. 그 결과 바탕으로 공공도서관 노인 서비스 개선방안으로 노인 이용자 환경 변화에 따른 적합한 정보자료 및 서비스 제공과 노인 이용자의 세분화된 연령별 정보요구에 따른 장서 개발 그리고 노인 서비스에 적합한 전담 인력을 배치를 제언하였다.

Keywords

References

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