A Study on the Service Quality Evaluation of Public Libraries by the Use of LibQUAL+: The Case of Public Libraries in Seoul that Contracting Out to Private Sector

LibQUAL+를 적용한 공공도서관 서비스 품질 평가에 관한 연구 - 서울시 소재 민간위탁 공공도서관을 중심으로 -

  • 류주현 (중앙대학교 문헌정보학과) ;
  • 이상복 (대진대학교 문헌정보학과)
  • Received : 2012.05.18
  • Accepted : 2012.06.15
  • Published : 2012.06.30


This study is designed to evaluate the service quality of public libraries according to managing entities by LibQUAL+ and to devise ways to improve problems based on comparison and analysis of the differences in the service qualities. To achieve this, four public libraries in Seoul according to the managing entities were investigated. They consisted of libraries of public corporations, cultural centers, foundations and universities. Minimum service quality level, desired service quality level and perceived service quality was analyzed based on nine-point Lickertis scale. A survey was employed and consisted of twenty-two items. The results showed that current level of service met the minimum level, yet failed to reach their desired service level. The study suggested that public libraries contracting out to private sector need to actively apply users' demands and the changing environment of libraries, and continue to strive to provide public library users with high quality service through efforts of evaluating and improving the services for their users.


LibQUAL+;Public Library;Service Quality;Service Quality Evaluation;Contracting Out


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