Evaluating Special Library Service Quality using Importance-Performance Analysis

Kim Ji-Hyun (김지현)

doi:10.16981/kliss.52.3.202109.157

Evaluating Special Library Service Quality using Importance-Performance Analysis

Journal of Korean Library and Information Science Society
Abbr : JKLISS
2021, 52(3), pp.157-175
DOI : 10.16981/kliss.52.3.202109.157
Publisher : Korean Library And Information Science Society
Research Area : Interdisciplinary Studies > Library and Information Science
Received : August 24, 2021
Accepted : September 13, 2021
Published : September 30, 2021

Kim Ji-Hyun ¹

¹전남대학교

Accredited

ABSTRACT

The purpose of this study is to investigate the service quality of special libraries using Importance-Performance Analysis (IPA) method. This study also applied the working year factor to IPA model for establishing more improved library service strategies. A total 127 library users who work in governmental policy or research institutions in South Korea participated in this study. This study conducted regression analysis to compare with the results of IPA. The results of survey revealed that special library users had high expectation for library services, but they perceived the performance of the library service as insufficient. Special library users assessed that the information services of libraries were well provided but required additional efforts in services related with space and provided by librarian. Interestingly, when the library services were measured by working years, special library users who have worked for more than eight years were generally satisfied with library services with no “possible overkill” services, but users with less than three years working experience particularly expressed dissatisfaction with the service provided by librarians. The results of regression analysis supported the results of IPA. Finally, this study provides several important suggestions for better special library service.

KEYWORDS

Special Library, Importance-Performance Analysis, Library Service, Regression Analysis

Citation status

* References for papers published after 2023 are currently being built.

[journal] Ahmed, W. / 2015 / Where do the special libraries stand? : a source’s appraisal / PLISJ 46(3) : 27~33

[journal] Waqar Ahmed / 2016 / Library and information science education as ignition source for services in non-academic special libraries / Library Review / Emerald 65(4/5) : 350~368

[journal] Bilawar, M. P. B. / 2013 / Special library: a gigantic information centre for specials / American International Journal of Research in Humanities, Arts, and Social Sciences 23(228) : 134~140

[journal] Bower, T. / 2007 / How to get more from your quantitative LibQUAL+ dataset : making results practical / Performance Measurement and Metrics 8(2) : 110~126

[journal] Brian Detlor / 2015 / Getting More Value from the LibQUAL+® Survey: The Merits of Qualitative Analysis and Importance-Satisfaction Matrices in Assessing Library Patron Comments / College & Research Libraries / American Library Association 76(6) : 796~810

[journal] Muhammad Ihsan / 2018 / Evaluating Library Services Quality Using GDSS-AHP, LibQual and IPA / IJCCS (Indonesian Journal of Computing and Cybernetics Systems) / Universitas Gadjah Mada 12(1) : 95~

[journal] John Abdul Kargbo / 2012 / Public Library Services to the Young in Sierra Leone / Public Library Quarterly / Informa UK Limited 24(1) : 51~62

[journal] Ms. Suna Koh / 2010 / Importance-Performance Analysis with Benefit Segmentation of Spa Goers / International Journal of Contemporary Hospitality Management / Emerald 22(5)

[journal] Jyothi Mallya / 2018 / Hospitality Students’ Perception of College Library Service Quality: Importance- Performance Analysis / DESIDOC Journal of Library & Information Technology / Defence Scientific Information and Documentation Centre 38(2) : 125~

[book] Mount, E. / 1999 / Special Libraries and Information Centers : An Introductory Text / SLA Publishing

[journal] Danuta A. Nitecki / 1996 / Changing the concept and measure of service quality in academic libraries / The Journal of Academic Librarianship / Elsevier BV 22(3) : 181~190

[journal] 이세라 / 2019 / A Study on the Evaluation of Service Quality in Special Library of Local Autonomous Entity Research Institution / 정보관리학회지 / 한국정보관리학회 36(1) : 73~94

[journal] 박상욱 / 2020 / A Study on the Users’ Levels of Satisfaction and Recognition after Participating in Cultural Events in the Special Library: Focusing on K Special Library / 한국비블리아학회지 / 한국비블리아학회 31(2) : 27~51

[journal] Perng, C. / 2009 / A conceptual framework of library reader service from customer relationship management perspective / International Journal of Advanced Science and Technology 2(1) : 11~20

[journal] Boonyarat Phadermrod / 2019 / Importance-Performance Analysis based SWOT analysis / International Journal of Information Management / Elsevier BV 44 : 194~203

[journal] 노지윤 / 2019 / A Study on the Analysis of Importance-Performance on the Use factor of Complex Cultural Space in Library / 한국도서관·정보학회지 / 한국도서관·정보학회 50(4) : 511~537

[journal] Silva, F. / 2012 / Empirical study on the student satisfaction in higher education : importance-satisfaction analysis / Business and Industrial Engineering 6(6) : 1609~1614

[journal] S.P. Singh / 2006 / Special libraries in India: some current trends / Library Review / Emerald 55(8) : 520~530

[journal] Bruce Thompson / 2002 / Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality / portal: Libraries and the Academy / Project Muse 2(1) : 3~12

[journal] Valenza, J. K. / 2014 / Curation in special libraries / Library Technology Reports 50(7) : 36~44

KJCKorea
Journal Central

Journal of Korean Library and Information Science Society 2023 KCI Impact Factor : 1.02

Evaluating Special Library Service Quality using Importance-Performance Analysis

ABSTRACT

KEYWORDS

Citation status

* References for papers published after 2023 are currently being built.

Journal of Korean Library and Information Science Society 2023 KCI Impact Factor : 1.02

Evaluating Special Library Service Quality using Importance-Performance Analysis

ABSTRACT

KEYWORDS

Statistics

Tools

Issue List

Citation status

KCI Citation Counts (1)

REFERENCES (20) * References for papers published after 2023 are currently being built.

Search PDF

Citation

* References for papers published after 2023 are currently being built.