Towards Service Quality Improvement for University Library by LibQUAL+ Analysis for Multiple Years

Abstract

Users tend to perceive differently the service quality of library depending on the advance of digital information technologies. It is necessary to analyze the cumulative results of LibQUAL+ in order to identify the suggestions for improvement of library services. This study aims to comparatively analyze the results of LibQUAL+ and demonstrate the trends and changes for the services of university library. To achieve the purpose of this study, two university libraries were selected for analysis. The library of McGill University in Canada was selected with the six years’ results of LibQUAL+. Another library located in Seoul was selected with the 2012 result of LibQUAL+ and a new LibQUAL+ in 20015 was conducted for this study. The results were analyzed with three dimensions and 22 items in terms of circular chart, bar chart, and graph. Findings of this study indicated that there were substantial differences in terms of years of LibQUAL+ survey and user groups with undergraduate/graduate students in three dimensions. In particular, the results of A library showed that users were likely to expect more from the university library, but they perceived low service quality. In addition, there was found considerable differences among users groups in terms of undergraduate and graduate students. The improvements for library services need to focus on three dimensions such as staff, resources, and facilities as well as customized services for individual user groups. 키워드: 라이브퀄, 대학도서관, 서비스 품질, 도서관 평가 LibQUAL+, university library, service quality, library evaluation * ** 이화여자대학교 일반대학원 문헌정보학과(cby0329@gmail.com) (제1저자) 이화여자대학교 사회과학대학 문헌정보학전공 부교수(echung@ewha.ac.kr) (교신저자) ■ ■ 논문접수일자:2015년 8월 16일 ■최초심사일자:2015년 9월 1일 ■게재확정일자:2015년 9월 10일 정보관리학회지, 32(3), 131-154, 2015. [http://dx.doi.org/10.3743/KOSIM.2015.32.3.131] 132 정보관리학회지 제32권 제3호 2015