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NTIS 바로가기한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science, v.41 no.4, 2007년, pp.315 - 329
The objective of this study is to identify key dimensions of e-service quality and explore their relations to user satisfaction at Public libraries. This research used a modified e-service quality model and surveyed Internet service users for measuring and assessing Internet users' service satisfact...
오동근. 2005. 공공도서관의 서비스품질이 이용자만족도와 충성도에 미치는 영향. '정보관리학학회지', 22(4): 61-78
이두영, 김희전. 2003. SERVQUAL과 SERVPERF를 이용한 대학도서관 서비스품질 평가에 관한 연구. '정보관리학학회지', 20(2): 73-91
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Loiacono, Eleanor, Richard T. Watson, and Dale Goodhue. 2000. 'WebQual: A Web Site Quality Instrument,' Working Paper, Worcester Polytechnic Institute
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Parasuraman, A., Valarie A. Zeithaml, and L. L. Berry. 1985. 'A Conceptual Model of Service Quality and Its Implications for Future Research.' Journal of Marketing, 49: 41-50
Peter, J.P., Churchill, Gilbert A., Brown, Tom J. 1993. 'Caution in the Use of Difference Scores in Consumer Research.' Journal of Consumer Research, 19, 655- 662
Teas, R. K. 1994. 'Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment.' Journal of Marketing, 58: 132-139
Zeithaml, V. A., Parasuraman, A., & Berry L. L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press (A division of Macmillan, Inc.)
Zeithaml, Valarie A., A. Parasuraman, and Arvind Malhotra. 2002. 'Service Quality in Multichannel Services Employing Virtual Channels.' Journal of the Academy of marketing Science, 30(4): 362-375
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