• Journal of the Korean Society for information Management
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• v.35 no.4
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• pp.51-75
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• 2018

This study was intended to confirm the perception of the users for the public libraries specialized service through the difference in library service quality according to the availability of specialized services by utilizing 'LibQUAL+' that is a service quality assessment tool. As a results, there is difference in the minimum and perceived levels between libraries that provide assessment result specialized services for service levels and those that did not. And there was no difference in the expected level. The degree of service showed generally higher user perception in the Adequacy Gap and Superiority Gap than libraries that do not offer specialized services. Therefore, the users of public libraries recognize that libraries that offer specialized services are better served than libraries that do not.

• Journal of the Korean Society for information Management
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• v.19 no.3
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• pp.161-188
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• 2002

The rapid change in almost every area of science at the turn of the 21s1 century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as "service" and the satisfaction of the users can only be measured by the quality of the service. The study adopted the SERVQUAL model and five factors of SERVQUAL. Tangibles, Reliability, Responsiveness, Assurance. and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results. all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.r another.

• Journal of the Korean Society for Library and Information Science
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• v.48 no.4
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• pp.345-376
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• 2014

This study examined (1) what effect emotional labor has on an university library, focusing on (2) the relationship among a supervisor's emotional intelligence, the extent of social support and the level of library service on job performance. The survey period took place from 14 Oct. to 4 Nov. 2013. 533 librarians at 13 public and 28 private university libraries were included in the survey. Of the 533 surveys distributed, 529 were returned and used in the final analysis. SPSS Win 21.0 was used for statistical analysis, factor analysis, regression analysis and differential analysis. The survey also shows that a librarian's emotional labor affects emotional intelligence of supervisor, social support and library service level positively. This finding is not the case for the employees in the general service industry. Because the librarian is professional and manages stress better than general employees. This research suggest the following practical measures. Educational programs for librarian's emotional intelligence should be planned in order to improve library service.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.29 no.1
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• pp.153-184
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• 2018

This study aims to investigate the effects of emotional labor level on the level of job satisfaction and library information service provision in public libraries. The research model used emotional labor levels as an independent variable; job satisfaction and level of library information service provision as a dependent variable; and organizational culture as a control factor. The data were collected randomly from 220 librarians of public libraries in Seoul by distributing and collecting internet surveys. Reliability analysis, correlation coefficient analysis, multiple regression analysis, and regression analysis were performed using the SPSS 18.0 program. The statistic hypothesis test results of this study can be summarized as follows. First, public library librarians did not like to express their emotions to users, trying to express their emotions more positively than what they were actually feeling. Second, although librarians experience emotional labors, they feel a sense of achievement when undertaking their tasks and develop pride and happiness in their work. As librarians perceive their work professional, they overcome emotional labors, and have pride in their work. Third, although librarians experience emotional labors, a reasonable job evaluation with goals, and their relationships with colleagues would lead to accomplishment in their work. In addition, although the evaluation of employees is focused on performance, librarians improve their service if library users are satisfied with their service and the services are provided adequately.

• Proceedings of the Korean Society for Information Management Conference
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• 2003.08a
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• pp.209-218
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• 2003

인터넷의 발달과 정보화 기술의 발전에 따라 기하급수적으로 증가하고 있는 멀티미디어 정보, 원문자료, 웹 정보, 전자저널 등 디지털 화된 정보를 종합적으로 관리하면서 네트워크를 통해 사용자들에게 정보를 제공하는 전자도서관 서비스에 대한 요구가 급증하고 있으며, 이런 요구로 인하여 디지털 컨텐츠를 가지고 있는 도서관에서는 컨텐츠의 효율적인 관리 방안에 대한 관심이 증대되고 있다. 그러나 인터넷 정보 서비스의 대부분이 라이센스 협정에 의한 정보 이용형태의 수준을 탈피하지 못하고 있어, 이용자에게 제공되는 정보 서비스를 단순한 링크 형태로 제공하는 것이 현재 전자도서관의 형태이다. 본 연구에서는 이러한 문제점을 인식하여 전자도서관을 통해 서비스되고 있는 인터넷 정보 서비스를 자관 환경에 맞게 재구성하고, 로컬 전자도서관 시스템과 연동할 수 있도록 상용 인터넷 정보 서비스 제어 및 이를 위한 제어 시스템에 대한 방안을 제시하였다.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.23 no.2
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• pp.271-294
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• 2012

This study is designed to evaluate the service quality of public libraries according to managing entities by LibQUAL+ and to devise ways to improve problems based on comparison and analysis of the differences in the service qualities. To achieve this, four public libraries in Seoul according to the managing entities were investigated. They consisted of libraries of public corporations, cultural centers, foundations and universities. Minimum service quality level, desired service quality level and perceived service quality was analyzed based on nine-point Lickertis scale. A survey was employed and consisted of twenty-two items. The results showed that current level of service met the minimum level, yet failed to reach their desired service level. The study suggested that public libraries contracting out to private sector need to actively apply users' demands and the changing environment of libraries, and continue to strive to provide public library users with high quality service through efforts of evaluating and improving the services for their users.

• Journal of the Korean Society for information Management
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• v.24 no.2
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• pp.105-122
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• 2007

To understand the present status and the development of the digital reference service in Korean public libraries, a nationwide site observation was attempted in 2007. The collected data was analyzed, then compared with the previous analysis based on a 2003 data. For the 404 sites offering digital reference, operational characteristics, such as access level, service mode, link description, policy, web form, and FAQ, are analyzed, Performance analysis focused on the presence of question posting, volume of usage, response rate, and types of the questions, for the data collected for 15 days through question and answer transcript recording. Results reveal findings on the present situation as well as changes over 4 years. Related problems are identified. The conclusion includes suggestions for improving digital reference service.

• Journal of the Korean Society for Library and Information Science
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• v.46 no.2
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• pp.29-54
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• 2012

This study aims to grasp what factors affect users' recognition level and expectation level for library service, being offered at the library of Korea National Open University. Also, this study seeks to conduct a survey and analyze whether users' recognition level by library service dimensions has actually influenced the intention and the satisfaction with using the library. For this, it carried out the theoretical approach, which considers domestic and foreign documents on evaluation of quality of library service, and the empirical approach of questionnaire research and analysis. A research model was designed on the basis of LibQUAL+model to achieve the objective of this research. And the group-based difference was confirmed by carrying out verification on research hypothesis. As a result of analysis, the users' current recognition level by library service dimensions of Korea National Open University was indicated to have influence on the whole satisfaction with library and the continuous use intention. The whole satisfaction was indicated to have an effect on continuous use intention. Also, to enhance users' satisfaction level according to the behavioral characteristics of using library, the core elements for improving the library service of Korea National Open University were cited and these include improving the facility of library, implementing smart digital library system for offering remotely academic information, and securing diversity and currency of academic information sources such as printing materials and electronic materials.

• Journal of the Korean Society for information Management
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• v.20 no.4 s.50
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• pp.49-66
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• 2003

To understand current state of the digital reference services in Korean academic libraries. a comprehensive examination and analysis was performed. Data was collected from July 8, 2003 to July 22, 2003, through direct site examination and recording the question and answer transcripts. The analysis focused on the provision characteristics and use of the digital reference services. Results revealed interesting findings and related problems. Suggestions for future development are provided.

• Journal of the Korean Society for Library and Information Science
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• v.50 no.2
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• pp.47-75
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• 2016

This study was conducted to develop items for evaluating the level of the digitization of libraries. For this purpose, it analyzed the literature related to the digital library, underwent a convergence process of 10 experts, and finally derived an axis of 13 different dimensions comparing the digitization of libraries. The axis is composed of acquisitions, collections (physical and online collections), classification and cataloging, circulation service, reference, user service, SNS service, the library's organization and staff, device providing service, next-generation service, and status of our library. This study conducted a survey of librarians to secure the validation of the primarily derived evaluation items regarding libraries' digitization. As a result, the average rating of the traditional evaluation items was 3.82, and the average rating of the digital evaluation items was 4.08. Therefore, it can be said that the results of this research to evaluate the digitized level of libraries have a certain degree of validity.