초록

본 연구는 국내 대학도서관의 디지털참고정보서비스 현황을 분석하고 전자게시판을 중심으로 그 이용행태를 분석하여 향후 디지털 참고정보서비스 활성화를 위한 방법을 제언하고자 하였다. 205개 대학도서관 웹사이트를 분석하여 디지털참고정보서비스의 개괄적인 현황을 파악하고, 봉사대상 인구수와 도서관 웹 사이트 접속건수, 참고정보서비스 제공건수를 기준으로 선정된 4개의 대학에 실제 접수된 디지털 참고정보서비스의 질의유형, 답변의 구성형식, 정확성, 응답기간 등을 분석하였다. 본 연구의 결과가 대학도서관 디지털 참고정보서비스가 당면하고 있는 현실적 문제점을 파악하고, 이를 개선하기 위한 해결책으로 실제적인 지침과 모형개발의 기초자료로 활용되기를 기대한다.

Abstract

This study aims to investigate the current state of digital reference services using electronic bulletin boards in Korean academic libraries and to suggest improvements. Through the examination of 205 academic library websites, 56 libraries were identified to use electronic bulletin for digital references. The digital reference service questions and responses from four libraries were further analyzed: the types of reference question, the structure and accuracy of answers, and digital reference completion time. The implications of this study for future research and practice lie in its provision of a systematic way to design practical guidelines for virtual reference services.

초록

Abstract

The study examines two aspects that relate to undergraduates’ selection and use of information sources for their academic assignments: (1) sources perceived useful vs. sources frequently used, and (2) source characteristics considered important as selection criteria vs. selection criteria used as reflected in characteristics of frequently used sources. A survey of 251 undergraduate students attempted to address the gaps between what students think they should do and what they actually do with regard to source selection. Characteristics of frequently used sources were analyzed to find out the criteria used for source selection. Friends/family were among the frequently used sources although they were not perceived as useful. Unlike other sources suffering gaps between the perceived usefulness and the use behavior, Web sources were the ones not only perceived most useful but also used most frequently. When the important selection criteria were compared with the characteristic of sources used often, students did not seem to actually use the selection criteria they thought important. While students considered some characteristics related to information quality (e.g., accuracy, comprehensiveness) as important criteria for source selection, the actual criteria they applied for choosing information sources could be described as ‘convenient’ or ‘accessible’ (e.g., efficient/time saving, easy to use, familiar, accessible). Based on the findings, suggestions were made to help bridge such gaps through information literacy programs and information systems design.

초록

이 연구의 목적은 우리나라 어린이도서관 웹사이트를 이용하는 이용자의 만족도를 분석하고 나아가 이용자 만족도, 충성도, 불평도에 영향을 미치는 요인을 분석하는 것이다. 이 연구에서 사용된 만족도 분석 방법은 김희섭과 박용재의 모형을 수정하여 사용하였으며, 이용자 만족도는 크게 콘텐츠품질, 서비스품질, 그리고 시스템품질의 세 가지 차원으로 나누었다. 자료 수집은 D 어린이도서관 이용자를 대상으로 설문지를 통하여 이루어졌으며, 수집된 자료 중 유효자료 130부를 SPSS 18로 분석하였다. 분석결과 어린이도서관 이용자의 만족도가 높을수록 충성도는 높았지만 이와는 반대로 불평도는 낮게 나타났다. 이용자 만족도와 유의한 상관관계를 보인 요인들로는 (1) 콘텐츠 차원에서는 유용성, 정확성, 이해용이성, 신뢰성, 최신성, (2) 서비스 차원에서는 유형성, 신뢰성, 응답성, 공감성, 그리고 (3) 시스템 차원에서는 응답시간, 상호작용, 접근용이성, 사용용이성 등으로 나타났다.

Abstract

The purpose of this study is to analyze the user satisfaction, royalty and compliant of a children’s library Website. To achieve the aim of this study a modified Kim and Park’s model of the user satisfaction index which consists of information quality, service quality, and system quality dimension is adopted. A total of 130 valid responses to the questionnaire were analysed using SPSS 18. It is found that the higher the user satisfaction gives the higher the royalty and the lower the compliant. For the contents quality dimension, the items of Usability, Accuracy, Easy of understand, Reliability and Up-to-date; for the service quality dimension, the items of Interface design, Reliability, Responsiveness, and Empathy; for the system quality dimension, the items of Response time, Interactive, Easy to access, and Easy to use show a significant relationships to the users’ satisfaction.