- Volume 50 Issue 1
DOI QR Code
A Study on the Evaluation of Service Quality and Importance-Performance Analysis in Research Libraries
전문도서관의 서비스품질 측정과 중요도-성과분석에 관한 연구
- Received : 2016.01.22
- Accepted : 2016.02.09
- Published : 2016.02.29
The purpose of this study is to examine users' perceived importance for service attributes and performance in research libraries, and further to suggest the improvement strategies for research libraries. The survey was conducted for the library users of 14 government-funded research institutes. The questionnaire for this research was developed from the standard LibQUAL+. Statistical analyses were conducted to identify the relationship between service quality and users' satisfaction, and the gap between perceived importance and performance by user groups. According to the result of statistical analyses, the priority of service improvement strategies of research libraries were suggested.
LibQUAL+;Research Library;Service Quality;IPA
- Thompson B., Kyrillidou, M. and Cook, C. 2007. "User Library Service Expectations in Health Science vs. Other Settings: A LibQUAL+(R) study." Health Information and Libraries Journal, 24(suppl.1): 38-45. https://doi.org/10.1111/j.1471-1842.2007.00744.x
- Voorbij, H. 2012. "The Use of LibQUAL+ by European Research Libraries." Performance Measurement and Metrics, 13(3): 154-168. https://doi.org/10.1108/14678041211284704
White, L. S. 1998. A Service Quality Survey at the University of Virginia Library. Management Information Services. [online] [cited 2014. 9. 22.]
- White, M. D. and Abels, E. G. 1995. "Measuring Service Quality in Special Libraries: Lessons from Service Marketing." Special Libraries, 86(1): 36-45.
- Zeithaml, V. A. 1988. "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence." Journal of Marketing, 52(3): 2-22. https://doi.org/10.2307/1251446
- 김정희. 2009. 도서관 서비스 품질 평가를 통한 전문도서관 이용자 만족도 연구. 박사학위논문, 연세대학교 대학원 문헌정보학과.(Kim, Junghee. 2009. A Study on Special Library's User Satisfaction with the Library ServiceQuality Evaluation. Ph.D. diss., Department of Library and Information Science, The GraduateSchool, Yonsei University, Korea.)
- 나은영. 2011. 법률도서관 서비스 품질 개선 방안에 관한 연구. 석사학위논문, 이화여자대학교 대학원 문헌정보학과.(Na, Eunyoung. 2011. A Study on the Improvement of Service Quality for Law Libraries.M.A. thesis, Department of Library and Information Science, The Graduate School, Ewha Womans University, Korea.)
- 박정아. 2012. 전문도서관의 서비스 효율성 및 품질 평가에 관한 연구. 석사학위논문, 이화여자대학교 대학원 문헌정보학과.(Park, Jung A. 2012. A Study on the Evaluation of Service Efficiency and Quality in SpecialLibraries. M.A. thesis, Department of Library and Information Science, The Graduate School,Ewha Womans University, Korea.)
- 박진우, 이익수, 박구원. 2008. 항공사 서비스 품질의 중요도와 만족도에 관한 연구. 한국콘텐츠학회논문지, 8(2): 164-172.(Park, Jin-Woo, Lee, Yk-Su and Park, Koo-Won. 2008. "A Study on the Importance andSatisfaction of Airline Service Quality." Journal of the Korea Contents Association, 8(2):164-172.)
- 안세길. 2008. 서비스마케팅 믹스의 중요도-성취도 분석(IPA)에 의한 호텔고객의 재구매 의도에 관한 연구. 박사학위논문, 한양대학교 대학원 관광학과.(Ahn, Seh-Kil. 2008. A Study on the Influence of Service Marketing Mix Through theApplication of IPA on Hotel Guests' Repurchase Intentions. Ph.D. diss., Dept. of Tourism,The Graduate School, Hanyang University.)
- 이명희, 백현주. 2014. 디지털 환경의 전문도서관 서비스 품질과 이용자 만족도에 관한 평가. 한국비블리아학회지, 25(1): 343-360.(Lee, Myeong-Hee and Baek, Hyun-Ju. 2014. "Evaluation of Specialized Library ServiceQuality and User Satisfaction in the Digital Environment." Journal of the Korean BibliaSociety for Library and Information Science, 25(1): 343-360.)
- 강성. 2011. 교육서비스품질의 측정과 중요도-성과 분석(IPA)을 이용한 품질 개선. 한국생산관리학회지, 22(2): 177-196.(Kang, Sung. 2011. "The Measurement of Service Quality and Quality Improvement UsingImportance-Performance Analysis in Higher Education." Journal of the Korean Productionand Operations Management Society, 22(2): 177-196.)
- 강회일, 정용길. 2002. 도서관의 온라인 서비스 품질평가: e-LibQual의 적용. 정보관리학회지, 19(3): 237-261.(Kang, Hoe-Il and Jeong, Yong-Gil. 2002. "Measuring Library Online Service Quality: AnApplication of e-LibQual." Journal of Korea Society for Information Management, 19(3):237-261.)
- 장흥섭, 이형록, 우영진. 2014. IPA분석을 활용한 상인최고경영자과정 교육서비스품질 개선에 관한 연구. 경영교육연구, 29(1): 508-527.(Chang, Heung-Seub, Lee, Hyung-Rok and Woo, Young-Jin. 2014. "The Study on theImprovement for Education Service Quality of Advanced Merchant Education Programusing Importance-Performance Analysis." Journal of Korea Association of Business Education,29(1): 508-527.)
- 정영미, 김영기, 이수상. 2010. ISA를 적용한 대학도서관 서비스 품질 측정과 개선방안 도출. 한국도서관.정보학회지, 41(1): 255-272.(Jung, Youngmi, Kim, Young-Kee and Lee, Soo-Sang. 2010. "A Study on the Measurementand Improvement of Academic Library Service Quality by ISA (Importance-SatisfactionAnalysis)." Journal of Korean Library and Information Science Society, 41(1): 255-272.)
- 곽승진 외. 2011. ISA를 적용한 국회전자도서관 품질 평가와 개선방안 수립. 한국문헌정보학회지, 45(3): 327-343.(Kwak, Seung-Jin et al. 2011. "A Study on the Evaluation and Improvement of the KoreanNational Assembly Digital Library by Applying ISA (Importance-Satisfaction Analysis)."Journal of Korean Society for Information Management, 45(3): 327-343.)
- 김윤실. 2002. 전문도서관의 서비스 품질 평가에 관한 연구. 박사학위논문, 연세대학교 대학원 문헌정보학과.(Kim, Yun Sil. 2002. A Study on Evaluating Service Quality in Special Libraries. Ph.D. diss.,Dept. of Library and Information Science, The Graduate School, Yonsei University, Korea.)
- 한국도서관협회 문헌정보학용어사전 편찬위원회. 2010. 문헌정보학 용어사전. 서울: 한국도서관협회.(Korean Library Association. 2010. The Glossary of Library and Information Science. Seoul:Korean Library Association.)
- Biranvand, A. and Khasseh, A. A. 2013. "Evaluating the Service Quality in the Regional Information Center for Science and Technology using the Six Sigma Methodology." Library Management, 34(1/2): 56-67. https://doi.org/10.1108/01435121311298270
- Chen, C. M. and Ann, B. y. 2014. "Efficiencies vs. Importance-Performance Analysis for the Leading Smartphone Brands of Apple, Samsung and HTC." Total Quality Management & Business Excellence, 27(3-4): 227-249.
- Cronin, J. J. Jr. and Taylor, S. A. 1992. "Measuring Service Quality: A reexamination and Extension." Journal of Marketing, 56(3): 55-68.
- Ellangovan, K., Prakash Sai, L. and Kamalanabhan, T. J. 2014. "An Importance Performance Analysis of Performance Dimensions in Public Hospitals." International Journal of Business Innovation and Research, 8(6): 613-633. https://doi.org/10.1504/IJBIR.2014.065488
- Garvin, D. A. 1984. "What Does 'Product Quality' Really Mean?" MIT Sloan Management Review, 26(1): 25-43.
- Gronroos, C. 1984. "A service quality model and its marketing implication." European Journal of Marketing, 18(4): 36-44. https://doi.org/10.1108/EUM0000000004784
- Joseph, M. et al. 2005. "Importance-Performance Analysis of UK and US Bank Customer Perceptions of Service Delivery Technologies." International Journal of Financial Services Management, 1(1): 66-88. https://doi.org/10.1504/IJFSM.2005.007985
- Martilla, J. A. and James, J. C. 1977. "Importance-Performance Analysis." Journal of Marketing, 41(1): 77-79. https://doi.org/10.2307/1250495
- O'Neill, M. A. and Palmer, A. 2004. "Importance-Performance Analysis: A Useful Tool for Directing Continuous Quality Improvement in Higher Education." Quality Assurance in Education, 12(1): 39-52. https://doi.org/10.1108/09684880410517423
- Pan, F. C. 2015. "Practical Application of Importance-Performance Analysis in Determining Critical Job Satisfaction Factors of a Tourist Hotel." Tourism Management, 46(1): 84-91. https://doi.org/10.1016/j.tourman.2014.06.004
- Parasuraman, A., Zeithaml, V. A. and Berry, L. L. 1988. "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing, 64(1): 12-40.
- Pedramnia, S., Modiramani, P. and Ghanbarabadi, V. G. 2012. "An Analysis of Service Quality in Academic Libraries using LibQUAL Scale: Application Oriented Approach, a Case Study in Mashhad University of Medical Sciences(MUMS) Libraries." Library Management, 33(3): 159-167. https://doi.org/10.1108/01435121211217144
- Prajogo, D. I. and McDermott, P. 2011. "Examining Competitive Priorities and Competitive Advantage in Service Organizations using Importance-Performance Analysis Matrix." Managing Service Quality, 21(5): 465-483. https://doi.org/10.1108/09604521111159780
- Riviezzo, A., de Nisco, A. and Napolitano, M. R. 2009. "Importance-Performance Analysis as a Tool in Evaluating Town Centre Management Effectiveness." International Journal of Retail & Distribution Management, 37(9): 748-764. https://doi.org/10.1108/09590550910975808