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A Study on the Factors Affecting the Satisfaction of Collaborative Digital Reference Service Users

협력형 디지털 레퍼런스 서비스의 이용자 만족도 요인 연구

  • 황면 (이화여자대학교 대학원 문헌정보학과) ;
  • 정동열 (이화여자대학교 문헌정보학전공)
  • Received : 2016.07.25
  • Accepted : 2016.08.12
  • Published : 2016.08.30

Abstract

The objective of this study was to promote the use of collaborative digital reference service by identifying factors that affect user satisfaction and developing improvement measures based on the findings. Data were collected via a questionnaire administered to the users of the "Ask a Librarian" service and a survey to analyze the frequency and patterns of usage of the service. The survey analyzed the associations among subjects' demographic characteristics, information seeking patterns, factors that influence user recognition, service satisfaction, and follow-up intentions via responses to the questionnaire. Rapidity answers in factors of service satisfaction is found that the high impact of positive (+). According to the result of statistical analysis, the priority of service improvement strategies of digital reference service were suggested.

Keywords

Collaborative Digital Reference Service;Users satisfaction Factors;Ask-a-Librarian

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