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공공도서관의 서비스 질 평가에 관한 실증적 연구-서비스 질 요인이 고객만족 및 고객행태에 미치는 영향-

  • Journal of the Korean Society for Library and Information Science
  • 2002, 36(2), pp.89-117
  • Publisher : 한국문헌정보학회
  • Research Area : Interdisciplinary Studies > Library and Information Science

이종권 1

1성균관대학교

Accredited

ABSTRACT

The purpose of this study is to construct a model for measuring and assessing service quality in public libraries based on the theory of service quality in marketing area. Firstly the degree of importance of service factors is measured and ranked according to the value of each factor. This importance ranking indicates the order of service improvement. Secondly the correlation model between service factors and customer’s satisfaction and behaviour is established and verified in statistical method. The result shows that the order of service quality factors which have influence on the customer’s satisfaction and behaviour is the order of service quality factors required preferential improvement.

Citation status

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