A Study on Developing a Service Quality Evaluation Model for Library Mobile Service (도서관 모바일 서비스 품질 평가 모형 개발에 관한 연구)

Seunghee Han (한승희)

doi:10.3743/KOSIM.2017.34.4.273

A Study on Developing a Service Quality Evaluation Model for Library Mobile Service

Journal of the Korean Society for Information Management
Abbr : JKOSIM
2017, 34(4), pp.273~292
DOI : 10.3743/KOSIM.2017.34.4.273
Publisher : 한국정보관리학회
Research Area : Interdisciplinary Studies > Library and Information Science
Received : November 20, 2017
Accepted : December 23, 2017
Published : December 30, 2017

Seunghee Han ¹

¹서울여자대학교

Accredited

ABSTRACT

This paper aims to develop an evaluation model for library mobile services in terms of service quality. First, a literature review of the service quality evaluation model and the mobile library service evaluation was conducted. Then, based on the analysis, the evaluation model consisting of 4 quality dimensions, 10 quality factors, 39 quality measurement items was developed. Delphi method was applied to verify the validity of the model. Finally, a final model consisting of 4 quality dimensions, 9 quality factors, and 37 quality measurement items was derived. The evaluation model proposed in this study can be used as a measure of library mobile service quality and can be used as a guideline for improvement of library mobile service.

KEYWORDS

library mobile service, service quality, quality evaluation, evaluation model, Delphi method

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