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공공도서관 서비스 품질 평가를 통한 특화서비스에 대한 이용자 인식 연구
A Study on Users' Perception of Specialized Services through Service Quality Evaluation of Public Libraries 원문보기

정보관리학회지 = Journal of the Korean society for information management, v.35 no.4 = no.110, 2018년, pp.51 - 75  

정대근 (전남대학교 문헌정보학과) ,  노영희 (전남대학교 문헌정보학과)

초록
AI-Helper 아이콘AI-Helper

본 연구는 서비스 품질 평가 도구인 LibQUAL+를 활용하여 특화서비스를 제공여부에 따른 도서관 서비스 품질의 차이를 통해 공공도서관 특화서비스에 대한 이용자의 인식을 확인하고자 하였다. 분석결과 서비스 수준에 대한 평가 결과 특화서비스를 제공하는 도서관과 그렇지 않는 도서관 차이에 최소수준 및 인식수준에 있어 차이가 나타났으며, 기대수준은 차이가 없는 것으로 나타났다. 서비스 정도는 특화서비스를 제공하는 도서관 그렇지 않는 도서관 보다 적정성 갭 및 우위성 갭에서 대부분 높은 이용자 인식을 나타내고 있어, 공공도서관을 이용하는 이용자들은 특화서비스를 제공하는 도서관이 그렇지 않는 도서관 보다 더 좋은 서비스를 제공하고 있다고 인식하는 것으로 나타났다.

Abstract ▼ AI-Helper 아이콘AI-Helper

This study was intended to confirm the perception of the users for the public libraries specialized service through the difference in library service quality according to the availability of specialized services by utilizing 'LibQUAL+' that is a service quality assessment tool. As a results, there i...

주제어

#서비스품질평가   #라이브퀄   #공공도서관   #평가   #특화서비스   #이용자 인식  

참고문헌 (35)

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    원문보기 상세보기 crossref

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    상세보기

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