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Vol.20 No.2
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A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2003, v.20 no.2, pp.73-91
https://doi.org/10.3743/KOSIM.2003.20.2.073


& (2003). A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF. Journal of the Korean Society for Information Management, 20(2), 73-91, https://doi.org/10.3743/KOSIM.2003.20.2.073
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Abstract

Research papaers on the service quality, which began with the manufacturing industry in many Northern Europe at the end of 1970, have been found since the companies became much concerned about the level of services they offered. Libraries can not be an exception to this situation. It is absolutely necessary to find a way to develop a competitive strategy to offer a high level of services to those who use libraries. The purpose of study to evaluate the quality of library services by applying "SERVQUAL" and "SERVPERF" of evaluating service quality and to determine which of these 2 methods is better in terms of measuring library services. The study also investigated the relationship between the service quality and user satisfaction.

keywords
서비스 품질, 서비스 품질 평가 방법, 이용자 만족, SERVQUAL, SERVPERF, service quality, user safisfaction

Journal of the Korean Society for Information Management

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