Journal of the Korean Society for information Management (정보관리학회지)

Korean Society for Information Management (한국정보관리학회)
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The Influence of Space Composition of University Libraries on User Satisfaction and Continuance Intention: Application of the Servicescape

서비스스케이프를 적용한 대학도서관의 공간구성이 이용자 만족도와 지속의도에 미치는 영향

  • 김환희 (연세대학교 문헌정보학과) ;
  • 박지홍 (연세대학교 문헌정보학과)
  • Received : 2019.02.14
  • Accepted : 2019.03.27
  • Published : 2019.03.30
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Abstract

The purpose of this study is to apply the Servicescape, which is used to measure the spatial services in marketing, to the studies on university libraries, in order to identify the influence of the library spaces and facilities on the satisfaction and continuance intention of the users of university libraries. For this purpose, questionnaires and in-depth interviews were conducted for users in ten private universities located in Seoul. Servicescape factors of the libraries showed that cleanliness, comfort, aesthetics, and convenience had a significant influence. Of these, convenience turned out to have the highest level of influence upon satisfaction, followed by cleanliness, aesthetics, and comfort. Descriptive statistical analysis showed whether there were significant differences in satisfaction and continuance intention based on the differences in the characteristics of the samples. Findings show that it would be necessary to provide spaces that can accommodate the various functions of a university library; seek advancement of the services; and develop the spaces of a library in consideration of cleanliness, comfort, aesthetic, and convenience. This study introduced the concept of Servicescape for the first time in the field of library and information science. This study implies that the results assist a more detailed analysis for the Library as Place dimension of LibQUAL+, and provide a new guideline for practitioners who design library spaces.

본 연구는 마케팅 분야에서 공간 서비스를 측정하기 위해 이용되는 서비스스케이프를 대학도서관에 도입함으로써 도서관 공간 및 시설이 이용자들의 만족도와 지속의도에 미치는 영향을 확인하고자 하였다. 이를 위해 서울에 위치한 4년제 종합사립대학교 10곳의 이용자를 대상으로 설문과 심층면담을 실시하였다. 분석결과 도서관의 서비스스케이프 요인은 청결성, 쾌적성, 심미성, 편의성으로 확인되었으며 편의성을 필두로 청결성, 심미성, 쾌적성 순으로 이용자의 만족도에 영향을 미치는 것으로 나타났다. 또한 이용자의 특성에 따라 대학도서관 서비스스케이프의 만족도와 지속의도에도 차이가 있는 것으로 나타났다. 연구결과를 토대로 대학도서관은 더 다양한 기능을 수용할 수 있는 공간 마련과 선진 정보 기술 활용 등을 통한 서비스의 고도화를 추구할 필요가 있으며 청결성, 쾌적성, 심미성, 편의성을 고려하는 방향으로 도서관 공간을 발전시킬 필요가 있다. 본 연구는 문헌정보학 분야에서 연구된 적 없는 서비스스케이프라는 개념을 도입하여 대학도서관 이용자들의 만족도와 지속의도를 살펴보았다. 이를 통해 LibQUAL+의 장소로서의 도서관을 측정하는데 있어 보다 세밀한 분석을 돕고자 하였고 공간을 기획하는 실무자에게 새로운 가이드 라인을 제공하였다는데 의의를 둔다.

Keywords

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<그림 1> 연구모형

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<그림 2> 검증된 연구 모형

<표 1> 서비스스케이프의 정의

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<표 2> 서비스스케이프 관련 구성요소

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<표 3> 심층 면담 대상자 특성

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<표 4> 서비스스케이프 타당성 및 신뢰성 분석 결과

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<표 5> 대학도서관 서비스스케이프와 만족도의 회귀분석 결과

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<표 6> 이용자 만족과 이용 지속의도의 회귀분석 결과

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<표 7> 회귀분석을 통한 가설 검증 결과

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<표 8> 소속에 따른 만족도와 지속의도 일원분산분석

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<표 9> 전공에 따른 만족도와 지속의도 일원분산분석

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<표 10> 도서관 방문횟수에 따른 만족도와 지속의도 일원분산분석

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<표 11> 지속의도 문항과 응답의 평균값

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