도서관 서비스 품질의 구성요인에 대한 이용자 인식연구 : 공공도서관을 중심으로 = (A) study on library user's perception about the components of library service quality

다국어 초록 (Multilingual Abstract)

To build up public libraries based on library users, this study aims to make empirical and analytic examination into any possible difference in the perception of the importance of content and context as aspects of service quality in libraries, according to demographic characteristics and type of library users who drop by libraries. Furthermore, this study also aims to help operate public libraries and provide corresponding services a little more efficiently and satisfactorily in the future.
Data was collected in the form of response to a formulated questionnaire, which was prepared with the Likert 5-point scale for more correct survey. This survey was applied to 200 external users(neighborhood) and 49 internal users(librarians) of 4 district public libraries in Seoul metropolitan city. To address any possible difference in the perception of content and context issues and their importance, t-test and one-way variate analysis(F-verification) were performed respectively. Every empirical analysis was verified at the significance probability of p<.05, and statistical processing was analyzed using the SPSSWIN 10.0 program.
The results of this study can be outlined as follows:
1. Gender.
With reference to content, male external library users deemed data and information more important than female users, while facilities and services were deemed more important in the female group than male one. With reference to context, interaction with librarians and the library system convenience were considered a little more important in the female group than the male one, but there was not any significant difference at the statistical level. Accordingly, it was found that gender didn't have a significant influence on the perception of the importance of content and context as aspects of service quality in public libraries.
2. Age.
With external users, the content components of library service quality were regarded most highly by 40 year old's, followed by 30 year old's, 20 year old's and 50 year old's or older, respectively. Regarding the aspect of context, the highest level of importance was perceived by 40 year old's, followed by 20 year old's, 30 year old's and 50 year old's or older respectively, but there was not any significant difference at the statistical level. Therefore, it was found that age didn't have any significant influence on the perception of the importance of content and context as aspects of service quality in public libraries.
3. Education level.
With external users, the content components of library service quality were regarded most highly by master or higher degree graduates, followed by bachelor graduates and high school graduates. Regarding the aspect of context, the highest level of importance was perceived by master or higher degree graduates, followed by high school graduates and the bachelor graduates, but there was not any significant difference at the statistical level. Thus, it was concluded that education level didn't have influence on the perception of the importance of content and context as aspects of service quality in public libraries.
4. Occupation.
In the area of content issues, these were perceived as most important by home maker external library users, followed by other groups, students, employees and self-employed people respectively. The aspect of context was considered most important by students, followed by other groups, home makers, employees and self-employed respectively. but there was not any significant difference at the statistical level. Therefore, it was found that occupation didn't have influence on the perception of the importance of content and context as aspects of service quality in public libraries.
5. Internal users.
Internal users considered service, as an aspect of content, more important than external ones. However, in summing up the subtotal points of content components, there was not any significant difference between the two groups.(p=0.285) With regard to context, internal users also considered interaction with librarians and the library system convenience more important than external users. However, in summing up the subtotal points of the perception of the importance of context components, again, there was no significant difference between the two groups.(p=0.052)
In summary, there was no significant difference at the statistical level in the perception of the content and context as aspects of service quality in libraries according to the gender, age, education level and occupation of external users of public libraries. In addition, with reference to external and internal users, internal users regarded the importance of service aspects of content more highly than external users. Meanwhile, regarding context issues, interaction with librarians and the library system convenience were considered more important. However, there showed no significant difference between these two groups in summing up the subtotal points of the perception of the importance of content and the perception of the importance of context.

목차 (Table of Contents)

• 목차 = vi
• 제1장 서론 = 1
• 1.1 연구의 필요성 및 목적 = 1
• 1.2 용어의 정의 = 2
• 1.3 연구의 제한점 = 3
• 제2장 이론적 배경 및 선행연구 = 4
• 2.1 서비스 품질의 정의 = 4
• 2.2 서비스 품질의 구성요인 = 6
• 2.3 선행연구 개관 = 9
• 2.3.1 국내 선행연구 = 9
• 2.3.2 국외 선행연구 = 11
• 2.3.3 선행연구 분석 = 12
• 제3장 연구 방법 = 14
• 3.1 연구가설 = 14
• 3.1.1 개념적 가설 = 14
• 3.1.2 조작적 가설 = 14
• 3.1.3 변인 및 측정요인 = 17
• 3.2 변인의 측정방법 및 평가기준 = 18
• 3.3 연구의 진행 = 22
• 3.3.1 표본 도서관 선정 = 22
• 3.3.2 설문지의 배포와 회수 = 23
• 제4장 자료의 분석 및 결과 = 25
• 4.1 자료의 분석방법 = 25
• 4.2 측정도구의 신뢰도 검증 = 25
• 4.3 조사 대상자의 인구사회학적 특성 = 27
• 4.4 가설의 검증 = 29
• 제5장 결론 = 40
• 참고문헌 = 43
• 부록 = 47
• ABSTRACT = 56