바로가기메뉴

본문 바로가기 주메뉴 바로가기

Journal of Korean Library and Information Science Society

Article Contents

Prev Next
e-Submission

Vol.41 No.4
Citation Share

A Study on the Evaluation and Improvement of Staff Services Quality in Academic Library

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2010, v.41 no.4, pp.127-150
https://doi.org/10.16981/kliss.41.4.201012.127

(2010). A Study on the Evaluation and Improvement of Staff Services Quality in Academic Library. Journal of Korean Library and Information Science Society, 41(4), 127-150, https://doi.org/10.16981/kliss.41.4.201012.127
  • Downloaded
  • Viewed
PDF Download

Abstract

This study aims to analyze the gap between university students' cognitions and expectations on users' cognitions about dimensions of library staff service quality and the reason of gap. The results showed that the overal service didn't reach the users' minimum expectation. Among the every item of service quality, the greatest expectation service was the quick delivery of non home library materials and staff's politeness. The most great was in-depth subject services and friendly encounter. The staff service quality gave the library satisfaction; in-depth subject services, exact understanding of user needs and politeness.. The great gaps were caused to the lack of willingness to answer question, the lack of communication, and the lack of user care etc.

keywords
인적서비스, 이용자만족, 서비스 품질, 품질인식, 괴리원인, Staff Services, User Satisfaction, Service Quality, Quality Perception, Reason of Gap

Reference

1.

1) 도서관법, 제2조 5항.

2.

2) Grace Cheng, “The Shifting Information Landscape : Re-inventing the wheel or a Whole New Frontier for Librarians,” Australian Library Journal, Vol.49, No.1(Feb. 2000), p.18.

3.

윤희윤, 도서관사서직제도연구 (대구 : 태일사, 2005), p.21 재인용.

4.

3) 오동근, 임영규, 여지숙, “이용자와 직원이 인식하는 도서관의 서비스품질과 만족도, 충성도: 국립중앙도서관의 사례를 중심으로,” 한국문헌정보학회지, 제40권, 제4호(2006. 12), p.180.

5.

4) Joh M. Budd, 대학도서관: 변화와 발전, 학술정보교류협의회 역(서울 : 유로서적, 2007), p.396.

6.

5) Valarie A. Zeithaml and Mary Jo Bitner, Services Marketing(N.Y. : McGraw-Hill Higher education, 2003), p.3.

7.

이성신, “도서관디지털정보봉사서비스 마케팅 전략: 실시간 정보봉사서비스(채팅을 통한 정보봉사서비스) 케이스를 통한 고찰,” 한국도서관․정보학회지, 제40권, 제2호(2009. 06)

8.

6) R. Kenneth Teas, “Expectations, Performance, Evaluation, and Consumers' Perceptions of Quality,” Journal of Marketing, Vol.57(October 1993).

9.

7) Colleen Cook and Fred M. Heath, “users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative study,” Library Trends, Vol.49, No.4(Spring 2001), p.553.

10.

8) Peter Hernon and John R. Whitman, 도서관․정보센터의 고객만족 경영, 오동근 등 역(대구 : 태일사, 2005), p.43.

11.

9) A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “SERVQUAL; A multiple-item scale for measuring customer perceptions of service quality,” Journal of Retailing, Vol.64, No.1(Spring 1988), p.23.

12.

10) 홍현진, “도서관의 정보서비스 품질 평가 연구에 관한 고찰,” 한국도서관․정보학회지, 제36권, 제2호(2005. 06), pp.105-107.

13.

11) 황재영, 이응봉, “디지털도서관의 서비스 품질 평가 연구에 관한 고찰: 평가 모형 및 측정방법을 중심으로,” 한국도서관․정보학회지, 제40권, 제2호(2009. 06), p.252.

14.

12) RISS 홈페이지, <http://www.riss.kr/> [인용 2010. 11. 1].

Journal of Korean Library and Information Science Society

e-Submission OA Policy