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- P-ISSN1225-598X
- E-ISSN2982-6292
디지털도서관의 e-서비스품질 평가에 관한 연구
Assessing E-service Quality of Digital Libraries
이응봉 (충남대학교)
김종환 (국방과학연구소)
초록
본 연구는 도서관 정보서비스 패러다임의 변화에 따른 새로운 서비스품질 평가 척도의 필요성을 이해하고, 디지털도서관에 적용할 수 있는 e-서비스품질 평가 차원과 모형을 개발하는 연구이다. 이론 연구를 통해 개발된 차원과 모형을 검정하기 위해 실제 NDSL 정보시스템을 적용하여 개발된 차원과 이를 구성하는 선행요인을 분석하였으며, 제안한 e-서비스품질 모형을 토대로 변인간의 인과적 관계를 분석하였다. 아울러 서비스품질에 대한 고객의 이상적 기대치와 실제 지각된 성과치 간의 갭(차이)을 분석하고 마지막으로 고객 관점에서 가장 중요하게 생각하는 디지털도서관 서비스품질 요소가 무엇인지 알아보았다.
- keywords
- Assessing E-service Quality, Digital Libraries, Gap Analysis, Assessing E-service Quality, Digital Libraries, Gap Analysis, e-서비스품질 평가, 디지털도서관, 갭(차이)분석
Abstract
In this study, the need for new service quality assessment scale is investigated to cope with the paradigm change in library information service and the dimension and model for e-service quality assessment applicable to a digital library are developed. In order to verify newly proposed dimension and model for e-service quality assessment, the dimension which is developed by employing data collected from NDSL(National Digital Science Library) and its factor are analyzed and casuality analysis between independent and dependent variables is executed based on the proposed e-service quality model. We also analyze the gap between customer's ideal expectation and perception and, finally, investigate what is the most important dimension among e-service quality in the digital library from the customer's point of view.
- keywords
- Assessing E-service Quality, Digital Libraries, Gap Analysis, Assessing E-service Quality, Digital Libraries, Gap Analysis, e-서비스품질 평가, 디지털도서관, 갭(차이)분석
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