A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model

본 연구는 Zeithaml과 Bitner모형을 도서관 E-Service품질 연구를 위해 수정 제안하고자 하는데 그 목적이 있다. 연구 목적을 달성하기 위해 문헌조사방법을 사용하였으며 연구결과 ‘환경적 품질’이 도서관 E-Service품질에 대한 소비자인식을 결정하는데 있어서 가장 중요한 요소임이 밝혀졌다. 이와 더불어 기존의 E-Service 관련연구와 사용성연구와의 비교 분석을 통해 도서관 E-Service를 위한 ‘환경적 품질’의 하부차원들을 제시하였다. 도서관 E-Service의 ‘환경적 품질’에 영향을 미치는 요소로서는 ‘기술적 요소에 대한 개인적 인식’과 ‘과거의 유사서비스 사용경험’이 중요한 것으로 나타났다.

keywords: library E-Service, physical quality, service quality, customer perceptions, 도서관 E-Service, 환경적 품질, 서비스 품질, 소비자 인식, library E-Service, physical quality, service quality, customer perceptions

Abstract

The purpose of this study is to suggest a revised model for library e-service quality research based on Zeithaml & Bitner's model. To achieve this purpose, this study reviews the previous literature related to the study of service quality and e-service. According to the study results, ‘physical quality’ is the most important factor which influences on the customer perceptions of library e-service quality. Furthermore, this study suggests eight service quality dimensions of ‘physical quality’ for library e-service. In addition, customer's personal factors and previous experiences with similar services can be regarded as important factors which influence on the ‘physical quality’ of library e-service.

keywords: library E-Service, physical quality, service quality, customer perceptions, 도서관 E-Service, 환경적 품질, 서비스 품질, 소비자 인식, library E-Service, physical quality, service quality, customer perceptions

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논문 상세

Vol.27 No.1

도서관 E-Service 품질에 대한 소비자인식 결정요인에 대한 연구: Zeithaml과 Bitner모형을 중심으로

A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model

초록

Abstract

참고문헌

정보관리학회지