• Journal of the Korean Society for Library and Information Science
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• v.52 no.1
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• pp.313-340
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• 2018

The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

• The Journal of the Korea Contents Association
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• v.18 no.12
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• pp.25-34
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• 2018

With the higher competition of university environment, universities has been adapted Customer Satisfaction Index (CSI). However, the problem of CSI focuses on score and ranking announcement. In public sectors, PCSI model is used because of increasing its strategic utilization by providing diagnosis of the phenomenon and direction for future improvement through causal model analysis. The purpose of this research is to develop a measurements of university satisfaction using PCSI. This research demonstrates validity and reliability of PCSI using test-retest method using multi-group confirmatory factor analysis. The results of this research indicate that the reliability and validity of the PCSI model is verified. Service product quality, service delivery quality, environment quality and social quality have positive effects on customer satisfaction. In turn, customer satisfaction have positve effects on university performance and social performance. In conclusion, service quality, PCSI, and service performance are clarified to be appropriate components of the satisfaction survey. These results can be used to measure the satisfaction level of education at actual universities. It is expected that practical basic data can be obtained to improve the quality of university education.

• Journal of KIISE:Information Networking
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• v.32 no.2
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• pp.220-235
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• 2005

Internet Service Quality has been constantly the center of attention to Internet Service Providers. The KII project plan (Korea Information Infrastructure) aims to build broadband backbone networks mainly through optical fiber cables and ATM switches and to Provide the government ministries, local authorities and non-profit organizations with high-speed, highly capable broadband access to these networks at reasonable rates. The KB service model, however, is different from other Internet Service models much in the same way SP (Service Provider) and NP (Network Provider) differ from each other. In this paper, we evaluate KII service according to various customer satisfaction indicators under the methodologies and categories as put forth in both the ACSI (American Customer Satisfaction Index) and SEM (Structural Equation Model). We use a structural equation model (SEM) to demarcate the Korea Information Infrastructure Customer Satisfaction Index (KIICSI) in relation to network service quality. The results of our study suggest some strategies for the KII Project need to be modified and effectively implemented in order to increase the satisfaction level of the KII customers.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.1
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• pp.369-391
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• 2018

The purpose of this study was to develop a measurement scheme that assesses organizational performances in library department unit level by applying PCSI model, a Public-service Customer Satisfaction Index. Specifically, this study adopted the Antecedent Model, a component of the PCSI's three-part model, that consists of a total of 12 service quality indices. The study selected a large-scale library as a case to analyze and design a method. We analyzed the library's organizational missions and goals set by each of its six departments, and then mapped them with each of the 12 service quality indices. This mapping was further developed as a work analysis scheme of the library and as a measurement tool. A total of 341 library users participated in a survey that was designed to assess 12 service quality indices. As a result service quality was measured for each index, which in turn, calculated the library's service performance index for both entire and individual units of the library. The results reveled the measurement tool useful in assessing service performances for both individual unit and the entire library.