LibQUAL+를 적용한 국회도서관 서비스 품질 평가

다국어 초록 (Multilingual Abstract)

National Assembly Library of Korea(NAL) is a research library which supports legislation as well as provide the public with information service. Therefore NAL needs to survey and evaluate the user satisfaction of service quality and understand what should be improved and how to improve library service for management efficiency maximization.

This thesis surveys library visits and staffs of National Assembly to evaluate NAL service quality. This survey applies LibQUAL+ and figures out the gap between level of awareness and expectation of library service qualities, which are ‘Service Affect’, ‘Information Control’ and ‘Library as Place’ with gender, age and position of users. Therefore this survey figure out the actual service satisfaction and figure out reuse intention and suggests quality improvement plan. Main results of survey are as followings.

First, the result of analysis LibQUAL+ analysis, total respondents of NAL shows that the average of total service quality awareness value is 6.35 out of 9, actual awareness average is 6.18 and expectation value is 7.50. And service adequacy gap and service superiority gap shows minus value which means users do not satisfied with the service of NAL. Awareness in service quality is most satisfied in ‘Information Control’ followed by ‘Library as Place’ and ‘Service Affect’.

Second, Result of LibQUAL+ analysis by position of users shows that the public has the highest awareness level average followed by undergraduate and graduate students, researchers from institute and staff of a legislative organ. Minimum expectation level average is the highest in undergraduate and graduate students and researchers from institute group followed by staff of a legislative organ and the public. Expectation average level is the highest in the public followed by undergraduate and graduate students, researchers from institute and staff of a legislative organ. Actual awareness of service quality is ‘Information Control’, ‘Library as Place’ and ‘Service Affect’ in the order in undergraduate and graduate students, researchers from institute and staff of a legislative organ group and ‘Information Control’, ‘Service Affect’ and ‘Library as Place’ in the order in the public.

Third, result of a one-way analysis of variance, T-test and Duncan test which are carried out to verify correlation between quality of library service awareness and gender, age and position of user shows that awareness of ‘Service Affect’ and gender and position of user are highly correlated.

Fourth, result of a one-way analysis of variance, T-test and Duncan test which are carried out to verify correlation between overall user satisfaction and gender, age and position of user shows that only overall user satisfaction and position are highly correlated.

Fifth, result of a one-way analysis of variance, T-test and Duncan test which are carried out to verify correlation between reuse intention and gender, age and position of user shows that reuse intention and position are highly correlated.

Sixth, result of a correlation analysis and regression analysis which are carried out to assure service quality elements affect overall satisfaction level shows that service quality and satisfaction is highly correlated. This means that service quality of ‘Service Affect’, ‘Information Control’ and ‘Library as Place’ is influential on overall user satisfaction.

Seventh, result of a regression analysis to verify overall service satisfaction affect reuse intention shows that overall service quality and reuse intention are highly correlated. This means that overall service satisfaction is influential on reuse intention.

Eighth, result of a correlation analysis and regression analysis shows that ‘Service Affect’ and ‘Information Control’ elements are influential on reuse intention.

On the basis of this survey analysis, it is suggested that NAL service improvements as followings.
First, reflect various user demands and set up a systematic and efficient collection development policy to provide materials which are helpful to research and study with users.
Second, raise awareness about librarians strengthening service education to provide kind service to users.
Third, strengthen accessibility to information materials through library homepage.
Fourth, implement user education about information search and overall library use considering user position
Fifth, expand carrel and equipped learning space to support user research and study.

This survey confirms that LibQUAL+ is a useful instrument to evaluate the service quality of NAL and provide the ground to evaluate service quality of research libraries like NAL. And analyzing the gap between the awareness level and the anticipation level of NAL service by user position, suggest service improvements and enhance efficiency of management.

목차 (Table of Contents)

• I. 서론 1
• 1. 연구의 필요성 및 목적 1
• 2. 연구 방법과 기대효과 2
• 2.1. 연구 방법 2
• 2.2. 연구의 기대효과 3
• 3. 선행연구 분석 4
• 3.1. 국내 연구 4
• 3.2. 국외 연구 7
• II. 도서관 서비스 품질과 평가모형 9
• 1. 서비스 품질의 개념 9
• 2. 국회도서관 서비스 품질과 이용자 만족 10
• 3. 도서관 서비스 품질 평가모형 12
• 3.1. SERVQUAL 모형 12
• 3.2. LibQUAL+ 모형 18
• 3.2.1 LibQUAL+ 개요 18
• 3.2.2 LibQUAL+ 모형의 평가 방법 22
• 3.2.3 LibQUAL+ 모형의 평가 의의 25
• III. 연구 설계와 절차 27
• 1. 연구대상 27
• 2. 연구 설계 29
• 2.1. 독립변수 29
• 2.2. 종속변수 30
• 3. 설문지 구성 및 측정요소 30
• 4. 연구가설 32
• 5. 자료의 처리 33
• IV. 국회도서관 서비스 품질 평가 결과 및 해석 35
• 1. 인구통계학적 분석 35
• 2. 국회도서관 서비스 품질 평가 분석 37
• 2.1. 전체 응답자의 LibQUAL+ 분석 결과 37
• 2.2. 이용자 신분별 LibQUAL+ 분석 결과 41
• 2.2.1 대학(원)생/ 대학 및 연구소 연구원 41
• 2.2.2 입법관련 종사자 46
• 2.2.3 일반 이용자 51
• 3. 연구가설 검증 56
• 4. 국회도서관 서비스 품질 개선 방안 69
• 4.1. 신분에 따른 LibQUAL+ 문항 서비스 개선 방안 69
• 4.2. 만족도 및 재이용의도 개선 방안 73
• V. 결론 및 제언 75
• 1. 결론 75
• 2. 제언 77
• 참 고 문 헌 78
• ABSTRACT 81