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Journal of the Korean Society for Library and Information Science

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Vol.50 No.3
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A Study on the Factors Affecting the Satisfaction of Collaborative Digital Reference Service Users

Journal of the Korean Society for Library and Information Science / Journal of the Korean Society for Library and Information Science, (P)1225-598X; (E)2982-6292
2016, v.50 no.3, pp.133-153
https://doi.org/10.4275/KSLIS.2016.50.3.133


& (2016). A Study on the Factors Affecting the Satisfaction of Collaborative Digital Reference Service Users. Journal of the Korean Society for Library and Information Science, 50(3), 133-153, https://doi.org/10.4275/KSLIS.2016.50.3.133
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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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