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Vol.19 No.3
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A Study on Evaluating Service Quality in Special Libraries

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2002, v.19 no.3, pp.161-188
https://doi.org/10.3743/KOSIM.2002.19.3.161

(2002). A Study on Evaluating Service Quality in Special Libraries. Journal of the Korean Society for Information Management, 19(3), 161-188, https://doi.org/10.3743/KOSIM.2002.19.3.161
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Abstract

The rapid change in almost every area of science at the turn of the 21st century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as “service” and the satisfaction of the users can only be measured by the quality of the service. The study adopted the SERVQUAL model and five factors of SERVQUAL, Tangibles, Reliability, Responsiveness, Assurance, and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results, all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.

keywords
Special Library, Service Quality, SERVQUAL, User Satisfaction, Library Evaluation, Performance Evaluation., Special Library, Service Quality, SERVQUAL, User Satisfaction, Library Evaluation, Performance Evaluation., 전문도서관, 서비스 품질, 서브퀄, 이용자 만족, 성과 평가, 도서관 평가.Special Library, Service Quality, SERVQUAL, User Satisfaction, Library Evaluation, Performance Evaluation.

Journal of the Korean Society for Information Management

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