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이용자 만족도에 영향을 주는 기록정보서비스 품질 요인에 관한 연구
Quality Attributes of Archival Information Service affecting User Satisfaction 원문보기

한국문헌정보학회지 = Journal of the Korean Society for Library and Information Science, v.57 no.1, 2023년, pp.69 - 92  

김성희 (중앙대학교 사회과학대학 문헌정보학과) ,  이현민 (중앙대학교 문헌정보학과 기록관리학전공)

초록
AI-Helper 아이콘AI-Helper

본 연구의 목적은 기록관 이용자 만족도에 미치는 영향을 주는 기록정보서비스 품질요인을 파악하고자 하는 것이다. 독립변수로는 공평성, 유형성(외형성), 편리성, 응답성, 공감성을 선행연구를 통하여 도출하였으며 종속변수로는 이용자 만족도를 선정하였다. 기록관에서 기록정보서비스를 이용한 경험이 있는 이용자를 대상으로 온·오프라인으로 설문을 요청하여 78부의 결과로 기술통계와 상관분석, 다중회귀분석을 진행하였다. 상관분석 결과 기록정보서비스 품질 요인과 이용자 만족도 간에 양의 상관관계가 있음을 확인하였으며, 다중회귀분석 결과 유형성(외형성), 공감성, 편리성 순으로 이용자 만족도에 유의미한 정의 영향을 미치는 것으로 확인되었다. 기록정보서비스 품질개선을 위해서는 시설 개선, 쾌적한 환경 유지, 이용자와의 공감 능력 향상, 기록관의 빠른 정보 업데이트와 검색 도구의 개선이 필요할 것으로 판단된다.

Abstract ▼ AI-Helper 아이콘AI-Helper

The purpose of the present study is to investigate the quality attributes of archival information service affecting user satisfaction. The independent variables in this study were equality, tangibles(appearance), convenience, responsiveness, empathy. And the dependent variable was a user satisfactio...

주제어

#기록정보서비스   #서비스 품질   #유형성(외형성)   #편리성   #공감성  

표/그림 (13)

참고문헌 (45)

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    상세보기

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