• Journal of the Korean Society for Library and Information Science
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• v.38 no.3
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• pp.103-118
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• 2004

Much investment has been to improve quality of web service as internet service is in pursuit of equilibrium. Web site of electronic library which offers various information has to be set a new standard for improving users service satisfaction by developing objsctive evaluation system. In this research we acquired standard of evaluation parameter such as contents, design, navigation, feedback, reference, privacy by analyzing domestic web site of electronic library We evaluated constructed model of usability evaluation using AHP(Analytic Hierarchy Process). We develop 'digital library web site evaluation model' based systematic analysis through polling category selected as evaluation guide.

• Journal of the Korean Society for Library and Information Science
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• v.49 no.2
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• pp.169-194
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• 2015

The purpose of this study was to assess the performance of Korean public libraries based on the national representative sample using Vakkari and Serola's (2012) public library outcome scale. Conducting a web-based survey to 1,000 Korean adults nationwide, the responses of 629 respondents who had visited the public library in the past year were analyzed. Results showed that, among the 19 benefit areas, "reading fiction and non-fiction" was the most perceived benefit area followed by "acquiring educational opportunities", and "self-development during leisure time". The benefits were considerably lowly perceived in the rest 16 areas. Different from the original four-factor structure, "reading/self development" were emerged as a new factor in this Korean sample. The benefits were perceived differently by citizens with different socio-demographic backgrounds. Results informed the current status of the public library performance and values perceived by the general Korean adults population across the nation.

• Journal of Korean Library and Information Science Society
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• v.52 no.3
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• pp.157-175
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• 2021

The purpose of this study is to investigate the service quality of special libraries using Importance-Performance Analysis (IPA) method. This study also applied the working year factor to IPA model for establishing more improved library service strategies. A total 127 library users who work in governmental policy or research institutions in South Korea participated in this study. This study conducted regression analysis to compare with the results of IPA. The results of survey revealed that special library users had high expectation for library services, but they perceived the performance of the library service as insufficient. Special library users assessed that the information services of libraries were well provided but required additional efforts in services related with space and provided by librarian. Interestingly, when the library services were measured by working years, special library users who have worked for more than eight years were generally satisfied with library services with no "possible overkill" services, but users with less than three years working experience particularly expressed dissatisfaction with the service provided by librarians. The results of regression analysis supported the results of IPA. Finally, this study provides several important suggestions for better special library service.

• Journal of the Korean Society for information Management
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• v.37 no.4
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• pp.151-179
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• 2020

This study explores the potential of using a library chatbot to improve the non-face-to-face digital reference services for academic library users by designing and implementing a library chatbot. Through data analysis, user needs and library services were analyzed, and a scenario was designed by selecting an appropriate development method. For user-friendly interaction, the personality of the chatbot and user interface was designed to evaluate its usability. In addition, the accuracy was verified through the response accuracy evaluation and performance evaluation of the chatbot, and the effectiveness of the chatbot was evaluated through a user satisfaction survey. In order to manage the operation and maintain service quality, the chatbot is improved by monitoring user-chatbot conversations and reflecting user feedback. Based on these findings, recommendations for designing and implementing a library chatbot were made to help improve library reference services.

• Proceedings of the Korean Society for Information Management Conference
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• 2016.08a
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• pp.35-38
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• 2016

본 연구는 공공도서관의 서비스 성과 향상을 위해 경영활동에서 고려되어야 할 요소와 개선 방법을 논의하는 것을 목적으로 공공도서관 5개관을 선정, 이용자 서비스를 담당하는 사서들을 대상으로 개별 심층면담을 진행하여 조직의 서비스 지향성(Service Orientation)에 대한 접점 직원의 인식을 조사, 그들의 서비스 태도와 행동에 영향을 미치는 요인을 분석하였다. 그 결과 공공도서관 접점 직원들은 도서관의 다양한 서비스 중 이용자서비스의 중요도가 저평가되어 있고, 이에 대한 조직의 목표관리와 지원은 취약하다고 인식하고 있었으며 특히 서비스 지향성의 4가치 차원 중 서비스리더십, 인적자원관리의 측면은 서비스 동기에 직접적 영향을 미치는 것으로 파악되었다. 이에 이용자서비스를 사서직 전문성이 발현되어야 할 핵심 영역으로 재인식, 이를 강화하기 위한 전략적 접근의 필요성을 제안하였다.

• Journal of the Korean Society for information Management
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• v.22 no.4 s.58
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• pp.197-220
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• 2005

This research aims to explore faculty research support systems in university libraries, assess their service performance for faculty research, and suggest the need and roadmap for new service development. We perform in-depth analyses of not only the current university library evaluation criteria as part of the overall university evaluation criteria, but also ten university libraries in the United States and two university libraries in Korea. Thorough benchmarking studies reveal the problems of the current university library evaluation criteria in its advances and limitations of current faculty support service systems. Especially this research suggests to develop a one-stop service execution wheel for the roadmap for the faculty research support system which is based on customer relationship management(CRM) for one-to-one, mass-personalized services to the faculty.

• Journal of the Korean Society for information Management
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• v.18 no.1
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• pp.23-42
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• 2001

The purpose of this study was to obtain descriptive information about public library connectivity and use related to the Internet in Korea. Questionnaire was sent to all of the 364 public libraries in the nation. The data show that, as of the end of 1999,70.9% of the 351 public libraries which answered the questionnaire had some type of connection to the Internet, and 50.4% of them provided public Internet access services. The infrastructure of hardware and telecommunication, use policy for their public access Internet services were analysed. Public librarians were asked to evaluate their public Internet services. Overall the study found that the level of the nation' s public library Internet services were not satisfactory in quality and quantity. It also found that there were some significant disparities among public libraries in metropolitan areas, medium and small sized cities, and rural counties.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.4
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• pp.113-134
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• 2007

This study deals with the role and responsibility of university library in multicultural society. For this purpose, centered the Chinese students in Pusan University, with internet questionnaire surveys on customer satisfaction to the current library portal service and set up a effective digital library evaluation model. In the meanwhile we borrowed evaluation methods and items from LibQUAL+ in part, a world wide famous model, and use Tsinghua University Library's evaluation statistic norms. To summarize the results of this survey, Chinese student's service satisfaction about Pusan University library is still fairly low. Undergraduate and graduate students(including doctor courses) group follows, undergraduates student's satisfaction level is lower than graduate. By analyzing simple satisfaction we can know that library portal service maintained low importance or influence to the user, to internet space user's satisfaction is a relatively high level. And compared with other dimension, statistic data show out that internet space user's satisfaction still maintained a relative high level.

• Journal of the Korean Society for information Management
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• v.26 no.3
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• pp.69-87
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• 2009

By exploring plausible relations between factors of service quality and user satisfaction, this study has derived significant determinants of user satisfaction. Based on the analytical findings, this study suggested practical measures to enhance user satisfaction of special libraries. If we determine the priority order of three dimensions of service quality depending on specialized areas of special libraries, and revise the items of higher correlations with user satisfaction, then we could effectively and efficiently level up user satisfaction of special libraries.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.4
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• pp.121-142
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• 2016

The purpose of this study was to assess the economic value of the National Assembly Library service utility, and to enhance the users' perception and the stakeholder's supports for the library services. For those purposes, this study applied the measurement methods of time value, replacement service value, and WTP of the three user groups: inside members, outside users, and institutional members of the Library. The replacement service value as annual time valuation was measured 1,948.2 million won by inside members, and 417.057.5 million won by outside users, that was approximately 10 times of the total budget of the year 2015. Also, WTP were measured as 8,528.3 million won by inside member, 33,272.4 million won by outside users, 924 million won by institutional members. This shows 77% of the use value were from outside users. The BC ratio was 1:1.04 in 2015.