Journal of the Korean Society for information Management (정보관리학회지)

Korean Society for Information Management (한국정보관리학회)
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Measuring library online service quality: An application of e-LibnQual

도서관의 온라인 서비스 품질 평가: e-LibQual의 적용

  • 강회일 (한국전자통신연구원 IT정보센터) ;
  • 정용길 (충남대학교 경영학과)
  • Published : 2002.09.01
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Abstract

The purpose of this study is to measure the library online service quality based on the expectation and the service performance from the users' point of view. The online questionnaire was developed based on SERVQUAL, however information quality dimension was added on it, and the survey was conducted within a research library. The factor analysis for effecting library online services showed that 5 service dimensions were loaded discretely, and information quality was put in the other dimension. The IPA (Important Performance Analysis) result confirmed that information quality, service reliability, and service assurance were considered as important factors : multiple regression analysis revealed that tangibility and information quality were the most significant dimension for the library online service.

본 연구는 기대와 성과간의 비교를 통하여 이용자 관점에서 도서관 온라인 서비스에 대한 품질을 평가하였다. 이를 위해 22개 SERVQUAL 문항에 정보품질에 관련된 7개 항목을 추가하여 총29개의 측정항목을 개발하였고, 대덕연구단지내의 한 연구 도서관을 대상으로 온라인 설문을 실시하여 데이터를 수집하였다. 요인분석 결과 온라인 서비스의 품질을 결정하는 요소인 서비스차원은 5개로 묶여졌고, 정보품질 차원은 별개로 분리되어 나타났다. IPA(Importance Performance Analysis) 분석결과 정보품질, 신뢰성, 그리고 보증성이 중요한 서비스 요소임이 밝혀졌고, 다중회귀분석 결과 이용자의 만족에 가장 커다란 영향을 미치는 서비스 요소로는 유형성과 정보품질인 것으로 규명되었다.

Keywords

References

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