Analyzing User’s Perceptions on Quality Elements and Attributes of University Library Services and Their Relative Importance

The purpose of this study is to understand the quality of University library service and to propose analyzing method from user’s perspective. For that, this study noted that ‘the process’ of using the university library service rather than ‘what did they use’ in the university library. In-depth interview data about User’s experiences that they used university library drew service quality elements based on the method of grounded theory. Comparing the derived service quality elements with LibQual+ dimensions, the result of this study is as follows. (1) Service quality element related to the user’s emotion and new user-friendly service customization were shown. (2) Substantial claims of users were analyzed more specifically by this study. It seeks ways to differentiate service quality factors by attributes and priority importance about service quality elements which was analyzed using KANO and AHP. 키워드: 이용자 관점, 근거이론, 품질속성, 상대적 중요도 User’s Perceptions, Grounded Theory, KANO, AHP, Quality Attributes, Relative Importance * ** 본 논문은 성균관대학교 대학원 박사학위논문을 축약.정리한 것임. 서울지방경찰청 도서관 사서(mrkimyhy@daum.net) 논문접수일자: 2016년 7월 25일 최초심사일자: 2016년 7월 25일 게재확정일자: 2016년 8월 12일 한국문헌정보학회지, 50(3): 267-292, 2016. [http://dx.doi.org/10.4275/KSLIS.2016.50.3.267] 268 한국문헌정보학회지 제50권 제3호 2016