바로가기메뉴

본문 바로가기 주메뉴 바로가기

logo

Article Contents

Prev Next
e-Submission

Vol.32 No.3
Citation Share

Towards Service Quality Improvement for University Library by LibQUAL+ Analysis for Multiple Years

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2015, v.32 no.3, pp.131-154
https://doi.org/10.3743/KOSIM.2015.32.3.131


& (2015). Towards Service Quality Improvement for University Library by LibQUAL+ Analysis for Multiple Years. Journal of the Korean Society for Information Management, 32(3), 131-154, https://doi.org/10.3743/KOSIM.2015.32.3.131
  • Downloaded
  • Viewed
PDF Download

Abstract

Users tend to perceive differently the service quality of library depending on the advance of digital information technologies. It is necessary to analyze the cumulative results of LibQUAL+ in order to identify the suggestions for improvement of library services. This study aims to comparatively analyze the results of LibQUAL+ and demonstrate the trends and changes for the services of university library. To achieve the purpose of this study, two university libraries were selected for analysis. The library of McGill University in Canada was selected with the six years’ results of LibQUAL+. Another library located in Seoul was selected with the 2012 result of LibQUAL+ and a new LibQUAL+ in 20015 was conducted for this study. The results were analyzed with three dimensions and 22 items in terms of circular chart, bar chart, and graph. Findings of this study indicated that there were substantial differences in terms of years of LibQUAL+ survey and user groups with undergraduate/graduate students in three dimensions. In particular, the results of A library showed that users were likely to expect more from the university library, but they perceived low service quality. In addition, there was found considerable differences among users groups in terms of undergraduate and graduate students. The improvements for library services need to focus on three dimensions such as staff, resources, and facilities as well as customized services for individual user groups.

keywords
LibQUAL+, university library, service quality, library evaluation, 라이브퀄, 대학도서관, 서비스 품질, 도서관 평가

Reference

1.

권나현. (2013). 넷세대 이공계 학부생과 대학원생들의 학업 및 일상생활에서의 정보이용과 정보기기 활용 비교분석. 정보관리학회지, 30(2), 269-295. http://dx.doi.org/10.3743/KOSIM.2013.30.2.269.

2.

김길자. (2010). 대학도서관 서비스 개선을 위한 서비스 질 요인 분석 및 고객만족도 조사 - S여대 도서관을 중심으로. 사대도협회지, 11, 1-21.

3.

김동숙. (2006). 라이브퀄 플러스(LibQUAL+)를 적용한 대학도서관 서비스 품질 평가 연구.

4.

김정희. (2009). 도서관 서비스 품질 평가를 통한 전문도서관 이용자 만족도 연구.

5.

나은영. (2011). 법률도서관 서비스 품질 개선 방안에 관한 연구.

6.

변제연. (2013). 도서관 이용자 코멘트 데이터 분석도구 리뷰 및 적용: LibQUAL+ 설문 데이터를 중심으로. 정보관리학회지, 30(3), 157-181. http://dx.doi.org/10.3743/KOSIM.2013.30.3.157.

7.

심원식. (2013). LibQUAL+를 활용한 국내 대학도서관 서비스 품질 측정 사례 조사. 정보관리학회지, 30(2), 245-268. http://dx.doi.org/10.3743/KOSIM.2013.30.2.245.

8.

심원식. (2013). 대학도서관 서비스 품질 평가를 위한 기초 연구. 한국교육학술정보원.

9.

오동근. (2004). 서비스품질 평가 모델에 관한 연구: LibQUAL+™을 중심으로 (159-162). 한국정보관리학회 학술대회 논문집.

10.

이은규. (2006). 대학도서관 서비스 품질 평가에 관한 연구 : 아주대학교 중앙도서관을 중심으로.

11.

이윤진. (2013). 이용자의 인식수준에 따른 대학도서관의 서비스 품질, 지각된 서비스 가치 및 타인 추천의도 간의 관계에 관한 연구.

12.

정은주. (2009). LibQUAL+를 적용한 대학도서관 서비스 품질에 대한 인식 연구 : K대학교 도서관의 사례를 중심으로.

13.

Cook, C.. (2010). A decade of assessment at a research-extensive university library using LibQUAL+®. Research Library Issues, 271, 4-12.

14.

Dennis, M.. (2013). LibQUAL revisited: Further analysis of qualitative and quantitative survey results at the university of Mississippi. The Journal of Academic Librarianship, 39, 512-516.

15.

Feather, C.. (2008). OSU LibQUAL summary report. http://library.osu.edu/staff/assessment-committee/libqual2008.pdf.

16.

Greenwood, J. T.. (2011). Ten years of LibQUAL: A study of qualitative and quantitative survey results at the university of Mississippi 2001-2010. The Journal of Academic Librarianship, 37(4), 312-318.

17.

Jankowska, A. M.. (2006). Improving library service quality to graduate students: LibQUAL+™ survey results in a practical setting. Libraries and the Academy, 6(1), 59-77.

18.

Kayongo, J.. (2008). Faculty perception of information control using LibQUAL+™ indicators. The Journal of Academic Librarianship, 34(2), 130-138.

19.

LibQUAL+® Homepage. http://www.libqual.org.

20.

McCaffrey, C.. (2013). LibQUAL in Ireland: Performance assessment and service improvement in Irish university libraries. The Journal of Academic Librarianship, 39, 347-350.

21.

McGill University. http://www.mcgill.ca/library/about/library-assessment/libqual.

22.

Murphy, S. A.. (2011). LibQual+® Lite 2011. http://library.osu.edu/staff/libqual/LibQUAL2011.pdf.

23.

QS World University Rankings® 2014/15. http://www.topuniversities.com.

24.

Stark, J.. (2004). Charting LibQUAL+™ data. http://www.libqual.org/documents/admin/ChartingLibQUAL.pdf.

25.

Stark, J.. (2004). Radar chart template. http://www.libqual.org/documents/admin/SampleRadarChart.xls.

26.

Stark, J.. (2004). Thermometer chart template. http://www.libqual.org/documents/admin/SampleBarChart.xls.

Journal of the Korean Society for Information Management

e-Submission OA Policy