Analyzing User's Perceptions on Quality Elements and Attributes of University Library Services and Their Relative Importance

이용자 관점의 대학도서관 서비스 품질요소와 속성 및 상대적 중요도 분석

  • 김미령 (서울지방경찰청 도서관)
  • Received : 2016.07.25
  • Accepted : 2016.08.12
  • Published : 2016.08.30


The purpose of this study is to understand the quality of University library service and to propose analyzing method from user's perspective. For that, this study noted that 'the process' of using the university library service rather than 'what did they use' in the university library. In-depth interview data about User's experiences that they used university library drew service quality elements based on the method of grounded theory. Comparing the derived service quality elements with LibQual+ dimensions, the result of this study is as follows. (1) Service quality element related to the user's emotion and new user-friendly service customization were shown. (2) Substantial claims of users were analyzed more specifically by this study. It seeks ways to differentiate service quality factors by attributes and priority importance about service quality elements which was analyzed using KANO and AHP.


User's Perceptions;Grounded Theory;KANO;AHP;Quality Attributes;Relative Importance


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