• Journal of the Korean BIBLIA Society for library and Information Science
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• v.12 no.1
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• pp.43-64
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• 2001

The purpose of this study was to measure performance of university libraries, especially investigating the components of service quality and their relationship to the customer satisfaction. The result of the statistical analyses is summarized as follows： The result of 5 point scale study shows the following degree of satisfaction in 55 components： timeliness of circulation, processing of fine. location of library, usefulness of retrieval system, library user education, speed of retrieval. number of terminals, and cleaning. On the other hand, shows the following degree of dissatisfaction in 55 components： speed of civil petitions, hour for program use, result of civil petitions, fixing of library user education, speed of retrieval, method of public relation, waiting time for Internet use, and use of the other library materials. Also. customers’matters of weight and importance was availability. learning facilities, suitable collections, circulation, and system of retrieval.

• Proceedings of the Korean Society for Information Management Conference
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• 2005.08a
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• pp.269-276
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• 2005

이 연구는 대학의 핵심기관인 도서관을 이용하는 주요 고객중 D대학 전체교수를 대상으로 대학도서관의 서비스품질과 무료이용지각, 고객지향성등의 선행요인이 교수의 만족도에 미치는 영향과 이용자만족도가 재이용의도 및 구전의도에 미치는 영향을 실증적으로 분석하였다.

• Journal of the Korean Society for Library and Information Science
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• v.34 no.4
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• pp.5-26
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• 2000

The purpose of this study was to measure performance of university libraries, especially investigating the components of service quality and their relationship to the customer satisfaction. The result of the study was summarized as follows: First, the factors on satisfaction of library service revealed 12 factors such as access of information, quality of employees, suitable collections, issues related to civil petitions, equipments and facilities, timeliness, operating hours, use of information technology, library user education, reference service, public relation and individual service. Second, the factors of library service on customer satisfaction showed the following primary factors: suitable collections, issues related to civil petitions, access of information, equipments and facilities, timeliness, public relation, reference service, operating hours, and individual service. Third, the components of library service on customwe satisfaction showed the following primary components: availability, the number of books and journals, facilities of air conditioning, public relation, usefulness of retrieval system, waiting time for Internet use, operating hour, speed of repairs, receipt of civil petitions, use of non-book materials.

• Proceedings of the Korea Information Processing Society Conference
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• 2010.04a
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• pp.1074-1077
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• 2010

최근 인터넷을 이용한 대부분의 예약 시스템들은 예약 기능만을 중요시하고 있어서 한정된 예약자원을 효율적으로 관리하기에 많은 어려움이 있다. 또한, 한정된 예약 자원의 배정 및 관리방식이 중앙 집중식 관리로 처리되고 있기 때문에 고객들의 선호도를 고려하지 않고 예약이 이루어지고 있다. 예약 시스템의 효율적인 관리와 현대 서비스 산업에서 중요한 고객들의 예약 만족도를 향상시키는 것은 예약 시스템에서 가장 중요한 부분이다. 본 논문에서는 이러한 예약 시스템에서 일어날 수 있는 문제를 복합 스케줄링 기법에 적용하여 예약 시스템들의 문제점을 해결하고자 하였다. 고객중심의 도서관 좌석배정 예약시스템은 객체지향개념을 기반으로 고객들의 선호도를 고려하여 고객들이 가지고 있는 사건들을 주어진 제약들에 만족하도록 목표인 도서관 좌석배치도에 배정한다. 또한 고객들의 도서관 이용 정보를 통하여 더욱더 편리한 서비스를 제공하고자 한다. 고객들은 자신의 우선순위에 따라서 자원을 배정하고, 좌석 자원에 대한 고객의 선호도 차이를 가질 수 있게 하였다. 고객 클래스와 도서관 이용정보를 고려하여 우선순위를 가진 고객들은 제약을 만족하면서 최선의 좌석 슬롯을 선택하여 사건을 배정한다. 또한, 고객중심의 도서관 좌석배정 예약시스템을 모의 실험하여 고객들의 만족도를 살펴보았다.

• Journal of Information Management
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• v.38 no.2
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• pp.105-126
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• 2007

This study investigates the influences of the perceptions on the dimensions of the library service quality (library staff, supports for the service, library materials and information resources, and facilities and equipments) of academic library users on the customer satisfaction, importance of the services, and the loyalty (reuse intentions). Based on the questionnaires surveyed from 403 undergraduate students of the K University, it analyzed the data using SPSS 12.0. All four dimensions of the service quality influenced statistically on the customer satisfaction. The dimension of the support for the service, importance of the service, and customer satisfaction influenced statistically on the loyalty.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.3
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• pp.281-299
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• 2008

The research purpose for this paper is adopt the European Customer Satisfaction Index(ECSI) on a survey performed on library users to measure users' satisfaction and loyalty factors. A questionnaire is designed to integrate measurement into the library's management system for visual analysis of what users expect from library. Results from the survey show that users expect more improvement in the library environment and collection of printed publications section. Conclusion from the survey. we were able to make the following suggestions to satisfy user expectations: (1) improve library environment (2) increase collections of printed publications and periodical to meet readers' demands (3) offer more fiendly and helpful user service.

• Journal of the Korean Society for information Management
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• v.23 no.4 s.62
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• pp.129-146
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• 2006

This study analyzed the user behaviors of the electronic journal users and the influences of service quality of electronic journals on the customer satisfactions, customer loyalty, and frequency of visit to the library building. Approximately 60 percent of users prefer e-journal to printed formats. Service quality of electronic journal was measured by four dimensions: reliability of service, convenience of service, public relations, and user instructions.100 faculty members and 267 graduate school students were surveyed using questionnaires. It was concluded that each dimensions of service quality positively influenced on the customer satisfactions, and customer satisfaction positively influenced on loyalty, and negatively on frequency of visit to the library building.

• Journal of Information Management
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• v.39 no.2
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• pp.163-184
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• 2008

This research provides an empirical analysis of the academic libraries' operating performance in Seoul, Korea. This study aims to find the key variables and the impacts of each variables on the operating performance of the academic library to attain competitiveness and long-term conditions for enhancing customer satisfaction. Specifically, this research focuses on the library's circulation service performance. The author try to analyze the relationship between the characteristics of the library (space, number of employees, number of books, budget) and the circulation performance. Korea Libraries Association have published yearly-book on the Korean library's circumstances and statistics. Yearly-book contains the data about the spaces, number of books, number of workers, the library's budget scales and other unique elements. This study finds that the circulation performance of books is positively related with the size of physical space, number of books holdings, and budgets (hypothesis 1, 3 and 4 accepted). This study demonstrate that the characteristic elements of academic library can be influential factor of the library performance.

• Journal of the Korean Society for information Management
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• v.39 no.3
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• pp.195-216
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• 2022

In this study, the author applied the service design methodology to the university library to maximize the service value provided by the university library. To this end, the 'Double Diamond Model', a service design model, was applied to the university library, and service design tools such as Persona, Customer Journey Map, and Touch Points were utilized. To reflect on the service design in the university library, the author first reviewed the literature related to the subject and researched the previous studies. Then, the issue was discovered by questionnaire surveys, interviews with users and librarians, and field investigations. Based on this, Persona and situation scenarios were derived. In addition, after synthesizing Persona's situational behavior and user's emotional change, the study visualized the Customer Journey Map and suggested service improvement plans for 11 items in 3 areas. This study is focused on the process of deriving service improvement plans rather than improving a specific service. The purpose of this study was to improve university library service and to suggest new service plans. The significance of this study is that the practical service improvement plans were applied to the university library.

• Journal of Korean Library and Information Science Society
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• v.45 no.1
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• pp.319-338
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• 2014

This study aims to apply QFD model to improve and evaluate library service quality using user needs priorities. The library of the D University is presented as a case study. QFD is a powerful quality management method in which customer needs are translated into appropriate technical requirements for each stage of product/service development. To apply QFD in the field of library services, first library user needs and their AHP, satisfaction and importance degrees were examined via focus group interview. Second, the service improvement engineering characteristics for satisfying the user needs and their relationship/correlations matrices were defined by interviewing library practitioners and experts. Finally, the data collected was entered using CUPID solution, and then HOQ to improve library service quality of the D University was constructed. This study focused on QFD method and its application as a tool for improving the quality of library service.