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한국비블리아학회지

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Vol.23 No.2
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A Study on the Service Quality Evaluation of Public Libraries by the Use of LibQUAL+: The Case of Public Libraries in Seoul that Contracting Out to Private Sector

한국비블리아학회지 / 한국비블리아학회지, (P)1229-2435; (E)2799-4767
2012, v.23 no.2, pp.271-294
https://doi.org/10.14699/kbiblia.2012.23.2.271
Ryu, Ju-Hyun
Lee, Sang-Bok
Ryu,, J. , & Lee,, S. (2012). A Study on the Service Quality Evaluation of Public Libraries by the Use of LibQUAL+: The Case of Public Libraries in Seoul that Contracting Out to Private Sector. 한국비블리아학회지, 23(2), 271-294, https://doi.org/10.14699/kbiblia.2012.23.2.271
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Abstract

This study is designed to evaluate the service quality of public libraries according to managing entities by LibQUAL+ and to devise ways to improve problems based on comparison and analysis of the differences in the service qualities. To achieve this, four public libraries in Seoul according to the managing entities were investigated. They consisted of libraries of public corporations, cultural centers, foundations and universities. Minimum service quality level, desired service quality level and perceived service quality was analyzed based on nine-point Lickertis scale. A survey was employed and consisted of twenty-two items. The results showed that current level of service met the minimum level, yet failed to reach their desired service level. The study suggested that public libraries contracting out to private sector need to actively apply users' demands and the changing environment of libraries, and continue to strive to provide public library users with high quality service through efforts of evaluating and improving the services for their users.

keywords
라이브퀄 플러스, 공공도서관, 서비스 품질, 서비스 품질 평가, 민간위탁

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