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Quality Attributes of Archival Information Service affecting User Satisfaction

  • Journal of the Korean Society for Library and Information Science
  • 2023, 57(1), pp.69-92
  • DOI : 10.4275/KSLIS.2023.57.1.069
  • Publisher : 한국문헌정보학회
  • Research Area : Interdisciplinary Studies > Library and Information Science
  • Received : January 16, 2023
  • Accepted : February 22, 2023
  • Published : February 28, 2023

Kim, Seonghee 1 Hyunmin Lee 2

1중앙대학교
2중앙대학교 문헌정보학과 기록관리학전공

Excellent Accredited

ABSTRACT

The purpose of the present study is to investigate the quality attributes of archival information service affecting user satisfaction. The independent variables in this study were equality, tangibles(appearance), convenience, responsiveness, empathy. And the dependent variable was a user satisfaction. The survey was conducted by online and offline for 78 people that used the archival information service. To solve the research question, we used the descriptive statistics, correlation analysis, multiple regression analysis. As a correlation analysis result, the quality attributes of archival information service had positive correlation with a user satisfaction. And as a multiple regression analysis result, tangibles(appearance) had a significant effect, followed by empathy and convenience. For improving on quality of archival information service, it is required that improving facilities, keeping environment clean, enhancing empathy ability, updating the information of archive, reforming search tools.

Citation status

* References for papers published after 2022 are currently being built.