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  • P-ISSN1013-0799
  • E-ISSN2586-2073
  • KCI

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Vol.32 No.3

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Towards Service Quality Improvement for University Library by LibQUAL+ Analysis for Multiple Years

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2015, v.32 no.3, pp.131-154
https://doi.org/10.3743/KOSIM.2015.32.3.131


& (2015). Towards Service Quality Improvement for University Library by LibQUAL+ Analysis for Multiple Years. Journal of the Korean Society for Information Management, 32(3), 131-154, https://doi.org/10.3743/KOSIM.2015.32.3.131

Abstract

Users tend to perceive differently the service quality of library depending on the advance of digital information technologies. It is necessary to analyze the cumulative results of LibQUAL+ in order to identify the suggestions for improvement of library services. This study aims to comparatively analyze the results of LibQUAL+ and demonstrate the trends and changes for the services of university library. To achieve the purpose of this study, two university libraries were selected for analysis. The library of McGill University in Canada was selected with the six years’ results of LibQUAL+. Another library located in Seoul was selected with the 2012 result of LibQUAL+ and a new LibQUAL+ in 20015 was conducted for this study. The results were analyzed with three dimensions and 22 items in terms of circular chart, bar chart, and graph. Findings of this study indicated that there were substantial differences in terms of years of LibQUAL+ survey and user groups with undergraduate/graduate students in three dimensions. In particular, the results of A library showed that users were likely to expect more from the university library, but they perceived low service quality. In addition, there was found considerable differences among users groups in terms of undergraduate and graduate students. The improvements for library services need to focus on three dimensions such as staff, resources, and facilities as well as customized services for individual user groups.

keywords
LibQUAL+, university library, service quality, library evaluation, 라이브퀄, 대학도서관, 서비스 품질, 도서관 평가

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