@article{ART002332861},
author={Nahyun Kwon and Lee Jung Yeoun and Soonhee Pyo},
title={An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method},
journal={Journal of the Korean Biblia Society for Library and Information Science},
issn={1229-2435},
year={2018},
volume={29},
number={1},
pages={369-391},
doi={10.14699/kbiblia.2018.29.1.369}
TY - JOUR
AU - Nahyun Kwon
AU - Lee Jung Yeoun
AU - Soonhee Pyo
TI - An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method
JO - Journal of the Korean Biblia Society for Library and Information Science
PY - 2018
VL - 29
IS - 1
PB - Journal Of The Korean Biblia Society For Library And Information Science
SP - 369
EP - 391
SN - 1229-2435
AB - The purpose of this study was to develop a measurement scheme that assesses organizational performances in library department unit level by applying PCSI model, a Public-service Customer Satisfaction Index. Specifically, this study adopted the Antecedent Model, a component of the PCSI’s three-part model, that consists of a total of 12 service quality indices. The study selected a large-scale library as a case to analyze and design a method. We analyzed the library’s organizational missions and goals set by each of its six departments, and then mapped them with each of the 12 service quality indices. This mapping was further developed as a work analysis scheme of the library and as a measurement tool. A total of 341 library users participated in a survey that was designed to assess 12 service quality indices. As a result service quality was measured for each index, which in turn, calculated the library’s service performance index for both entire and individual units of the library. The results reveled the measurement tool useful in assessing service performances for both individual unit and the entire library.
KW - Library Performance Evaluation;Organizational Performance;Public-service Customer Satisfaction Index;PCSI;Service Quality;Customer Satisfaction
DO - 10.14699/kbiblia.2018.29.1.369
ER -
Nahyun Kwon, Lee Jung Yeoun and Soonhee Pyo. (2018). An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method. Journal of the Korean Biblia Society for Library and Information Science, 29(1), 369-391.
Nahyun Kwon, Lee Jung Yeoun and Soonhee Pyo. 2018, "An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method", Journal of the Korean Biblia Society for Library and Information Science, vol.29, no.1 pp.369-391. Available from: doi:10.14699/kbiblia.2018.29.1.369
Nahyun Kwon, Lee Jung Yeoun, Soonhee Pyo "An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method" Journal of the Korean Biblia Society for Library and Information Science 29.1 pp.369-391 (2018) : 369.
Nahyun Kwon, Lee Jung Yeoun, Soonhee Pyo. An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method. 2018; 29(1), 369-391. Available from: doi:10.14699/kbiblia.2018.29.1.369
Nahyun Kwon, Lee Jung Yeoun and Soonhee Pyo. "An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method" Journal of the Korean Biblia Society for Library and Information Science 29, no.1 (2018) : 369-391.doi: 10.14699/kbiblia.2018.29.1.369
Nahyun Kwon; Lee Jung Yeoun; Soonhee Pyo. An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method. Journal of the Korean Biblia Society for Library and Information Science, 29(1), 369-391. doi: 10.14699/kbiblia.2018.29.1.369
Nahyun Kwon; Lee Jung Yeoun; Soonhee Pyo. An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method. Journal of the Korean Biblia Society for Library and Information Science. 2018; 29(1) 369-391. doi: 10.14699/kbiblia.2018.29.1.369
Nahyun Kwon, Lee Jung Yeoun, Soonhee Pyo. An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method. 2018; 29(1), 369-391. Available from: doi:10.14699/kbiblia.2018.29.1.369
Nahyun Kwon, Lee Jung Yeoun and Soonhee Pyo. "An Application of PCSI Antecedent Model to Development of Library Organizational Performance Evaluation Method" Journal of the Korean Biblia Society for Library and Information Science 29, no.1 (2018) : 369-391.doi: 10.14699/kbiblia.2018.29.1.369
