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Journal of Korean Library and Information Science Society

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Vol.41 No.1
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A Study on the Measurement and Improvement of Academic Library Service Quality by ISA(Importance-Satisfaction Analysis)

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2010, v.41 no.1, pp.255-272
https://doi.org/10.16981/kliss.41.1.201003.255



& (2010). A Study on the Measurement and Improvement of Academic Library Service Quality by ISA(Importance-Satisfaction Analysis). Journal of Korean Library and Information Science Society, 41(1), 255-272, https://doi.org/10.16981/kliss.41.1.201003.255
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Abstract

This paper aims to describe the measurement and improvement of academic library service quality by ISA (Importance-Satisfaction Analysis). This research established service quality model on based LibQUAL+®. It consisted of 18 items that formed three dimensions, affect of service quality, information control quality, and library as place quality. To execute this research, the service quality according the users' importance and satisfaction of library service is measured through Gaps model and ISA. The data for this case study was collected through the survey conducted the users of the H University library. By applying SPSS 17.0 and Excel 2007, the final 113 surveys were used for analysis.

keywords
중요도-만족도 분석, 중요도-실행도 분석, 도서관 서비스 품질, 만족도, 라이브퀄, Importance-Satisfaction Analysis, Importance-Performance Analysis, Library Service Quality, Satisfaction, LibQUAL

Reference

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