@article{ART000862072},
author={Yun-Sil Kim},
title={A Study on Evaluating Service Quality in Special Libraries},
journal={Journal of the Korean Society for Information Management},
issn={1013-0799},
year={2002},
volume={19},
number={3},
pages={161-188},
doi={10.3743/KOSIM.2002.19.3.161}
TY - JOUR
AU - Yun-Sil Kim
TI - A Study on Evaluating Service Quality in Special Libraries
JO - Journal of the Korean Society for Information Management
PY - 2002
VL - 19
IS - 3
PB - 한국정보관리학회
SP - 161
EP - 188
SN - 1013-0799
AB - The rapid change in almost every area of science at the turn of the 21st century have also affected libraries and information centers. Whatever the change, from the library users' perspective, the functions provided by the library, is perceived as “service” and the satisfaction of the users can only be measured by the quality of the service. The study adopted the SERVQUAL model and five factors of SERVQUAL, Tangibles, Reliability, Responsiveness, Assurance, and Empathy are used as parameter values. In measuring the parameter variable, both the users' expectations and their perceived service level were measured. The difference between the expectations and the perceived level was used as users' assessment of service quality. According to the results, all but re-investment dependence level among the five SERVQUAL levels, were linked in one way or another.
KW - Special Library;Service Quality;SERVQUAL;User Satisfaction;Library Evaluation;Performance Evaluation.
DO - 10.3743/KOSIM.2002.19.3.161
ER -
Yun-Sil Kim. (2002). A Study on Evaluating Service Quality in Special Libraries. Journal of the Korean Society for Information Management, 19(3), 161-188.
Yun-Sil Kim. 2002, "A Study on Evaluating Service Quality in Special Libraries", Journal of the Korean Society for Information Management, vol.19, no.3 pp.161-188. Available from: doi:10.3743/KOSIM.2002.19.3.161
Yun-Sil Kim "A Study on Evaluating Service Quality in Special Libraries" Journal of the Korean Society for Information Management 19.3 pp.161-188 (2002) : 161.
Yun-Sil Kim. A Study on Evaluating Service Quality in Special Libraries. 2002; 19(3), 161-188. Available from: doi:10.3743/KOSIM.2002.19.3.161
Yun-Sil Kim. "A Study on Evaluating Service Quality in Special Libraries" Journal of the Korean Society for Information Management 19, no.3 (2002) : 161-188.doi: 10.3743/KOSIM.2002.19.3.161
Yun-Sil Kim. A Study on Evaluating Service Quality in Special Libraries. Journal of the Korean Society for Information Management, 19(3), 161-188. doi: 10.3743/KOSIM.2002.19.3.161
Yun-Sil Kim. A Study on Evaluating Service Quality in Special Libraries. Journal of the Korean Society for Information Management. 2002; 19(3) 161-188. doi: 10.3743/KOSIM.2002.19.3.161
Yun-Sil Kim. A Study on Evaluating Service Quality in Special Libraries. 2002; 19(3), 161-188. Available from: doi:10.3743/KOSIM.2002.19.3.161
Yun-Sil Kim. "A Study on Evaluating Service Quality in Special Libraries" Journal of the Korean Society for Information Management 19, no.3 (2002) : 161-188.doi: 10.3743/KOSIM.2002.19.3.161
