Journal of the Korean Society for Library and Information Science (한국문헌정보학회지)

Korean Society For Library And Information Science (한국문헌정보학회)
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A Study on the Effects of Bureaucratic Characteristics on Service Quality in Public Libraries

공공도서관의 관료제적 특성이 서비스 품질에 미치는 영향 연구

  • Received : 2022.07.23
  • Accepted : 2022.08.12
  • Published : 2022.08.31
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Abstract

This study treats bureaucracy as one of the main systematic characteristics of public libraries and analyzes the effects on performance based on service quality. Doing this analysis, we investigated the service quality of each library by conducting a questionnaire survey from users of eight public libraries in Seoul metropolitan area of South Korea. We also measured the bureaucratic characteristics of the libraries through another questionnaire survey from librarians. Then based on the survey data, it is analyzed how bureaucratic characteristics affect service quality. According to the analysis results, bureaucratic and post-bureaucratic characteristics had causal relationships with service quality. Especially, several combinations of the characteristics affected service quality. In addition, among the characteristics, a system of rules was more important in the relationship with service quality. This study is meaningful to consider bureaucratic characteristics for public library organizations to produce a high-quality service through empirical research.

본 연구는 공공도서관의 대표적 조직 특성 중 하나를 관료제로 보고, 이것이 서비스 품질을 바탕으로 한 성과에 미치는 영향을 분석하였다. 이를 위해 한국의 수도권에 위치한 8개 공공도서관의 이용자를 대상으로 설문조사를 실시하여 각 도서관의 서비스 품질을 조사하였고 사서를 통해 각 도서관의 관료제 특성을 조사하였다. 이를 바탕으로 관료제 특성이 서비스 품질에 미치는 영향을 분석하였다. 분석 결과, 관료제 및 탈관료제 특성들은 모두 서비스 품질에 영향을 미치는 인과 관계가 있는 것으로 나타났다. 특히, 관료제 특성들의 조합은 서비스 품질에 영향을 미치는 것으로 분석되었다. 이와 함께 관료제 특성 중 규칙 체계는 서비스 품질에 중요한 영향을 미치는 것으로 나타났다. 본 연구는 공공도서관 조직이 양질의 서비스를 생산하는 데 필요한 관료제 특성을 실증 연구를 통하여 제시하였다는 데 의의가 있다.

Keywords

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