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- P-ISSN1225-598X
- E-ISSN2982-6292
협력형 디지털 레퍼런스 서비스의 이용자 만족도 요인 연구
A Study on the Factors Affecting the Satisfaction of Collaborative Digital Reference Service Users
정동열 (이화여자대학교)
초록
본 연구는 디지털 레퍼런스 서비스 이용 활성화를 위해 이용자 만족도에 영향을 미치는 요인들을 규명하고자 하였다. 우리나라 유일의 협력형 디지털 레퍼런스 서비스인 ‘사서에게 물어보세요’의 실제 이용자를 대상으로 서비스 이용패턴 등을 조사하였다. 수집된 데이터를 기반으로 이용자의 인구통계학적 특성, 정보요구 특성, 이용자 인식요인 등과 서비스 만족도 및 후속의도와의 영향력 관계를 검증하였다. 서비스에 대한 만족도 요인 중 사서와의 상호작용과 답변의 신속성이 정(+)의 영향력이 가장 높은 것으로 나타났다. 이에 영향요인별 분석결과를 토대로 디지털 레퍼런스 서비스 개선방안을 제안하였다.
- keywords
- Collaborative Digital Reference Service, Users satisfaction Factors, Ask-a-Librarian, 협력형 디지털 레퍼런스 서비스, 이용자 만족도 요인, 사서에게 물어보세요
Abstract
The objective of this study was to promote the use of collaborative digital reference service by identifying factors that affect user satisfaction and developing improvement measures based on the findings. Data were collected via a questionnaire administered to the users of the “Ask a Librarian” service and a survey to analyze the frequency and patterns of usage of the service. The survey analyzed the associations among subjects’ demographic characteristics, information seeking patterns, factors that influence user recognition, service satisfaction, and follow-up intentions via responses to the questionnaire. Rapidity answers in factors of service satisfaction is found that the high impact of positive (+). According to the result of statistical analysis, the priority of service improvement strategies of digital reference service were suggested.
- keywords
- Collaborative Digital Reference Service, Users satisfaction Factors, Ask-a-Librarian, 협력형 디지털 레퍼런스 서비스, 이용자 만족도 요인, 사서에게 물어보세요
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