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논문 투고

Vol.24 No.2
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도서관 서비스 품질평가 도구로서 LibQUAL+<sup>TM</sup>에 대한 재평가

Toward an Evaluation Framework of Library Services: Re-examination of LibQUAL+<sup>TM</sup>

정보관리학회지 / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2007, v.24 no.2, pp.5-27
https://doi.org/10.3743/KOSIM.2007.24.2.005
박지홍 (연세대학교)
박지홍. (2007). 도서관 서비스 품질평가 도구로서 LibQUAL+<sup>TM</sup>에 대한 재평가. 정보관리학회지, 24(2), 5-27, https://doi.org/10.3743/KOSIM.2007.24.2.005
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초록

도서관 서비스 품질평가 도구인LibQUAL+TM에 대한 많은 연구논문이 발표되었으나, LibQUAL+TM 요인과 도서관 서비스 이용의도 사의의 관계를 연구한 사례는 매우 드물다. 본 논문은 Icek Ajzen의 계획적 행위이론을 적용하여 도서관 서비스 이용의도에 영향을 미치는 요인을 추출하고자 하였다. 이러한 요인을 추출하기 위하여 미국 대학생을 대상으로 웹 설문을 실시하였고, 요인분석 및 다중회귀분석을 통하여 수집된 데이터를 분석하였다. 분석결과, 도서관 서비스 이용의도는 도서관에서 제공되는 서비스 품질에 대한 이용자의 태도와 관련이 있었다. 통계분석결과 유의미하게 나타난 태도요인은 이용자가 지각한 (1) 정보원 및 시스템 이용시의 주도성, (2) 서비스 제공 의향 정도, (3) 제공되는 정보의 포괄성이었다. LibQUAL+TM 요인간의 상대적 중요도를 측정하였다. 반면에, 이용의도에 유의미한 영향을 미치지 않는 요인으로는 정보접근의 적시성과 물리적인 공간으로서의 도서관을 지각하는 부분이었다. 본 연구의 의의는 도서관 서비스 품질평가에 대한 연구의 영역을 확장시키고 이용의도를 고려한 새로운 평가 체계를 제시한 점이다.

keywords
library service evaluation, LibQUAL+TM factors, library service adoption, planned behavior theoryLibQUAL+TM factors, library service adoption, planned behavior theory, 도서관 서비스 품질평가, LibQUAL+TM 요인, 도서관 서비스 이용의도, 계획적 행위이론

Abstract

While LibQUAL+TM is in the headlines of many articles focusing on library service evaluations, little research has been conducted to study the relationship between the LibQUAL+TM factors and the adoption of library services. It remains unclear whether the factors of LibQUAL+TM have any effect on its adoption. A framework was adapted from Icek Ajzens theory of planned behavior and proposed to extract factors affecting the adoption of library services. The factors were examined via data collection from a Web-based questionnaire survey with college students in the United States. Factor analyses and multiple regression analysis were conducted. Findings show that the intention to use library services is explained by attitude toward library service quality. The attitudinal factors that are significant are (1) perceived personal control, (2) perceived affect of service, and (3) perceived comprehensiveness of information. The relative importance among the factors is also represented by the numbered sequence. However, perceived timeliness of information access and the perception of library as place do not have a significant effect on the intention. This study extends the research on library service evaluation, and provides a new evaluation framework by applying adoption behaviors.

keywords
library service evaluation, LibQUAL+TM factors, library service adoption, planned behavior theoryLibQUAL+TM factors, library service adoption, planned behavior theory, 도서관 서비스 품질평가, LibQUAL+TM 요인, 도서관 서비스 이용의도, 계획적 행위이론

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