행정서비스 품질평가에 관한 연구 - 대학도서관 서비스를 중심으로

Abstract

This thesis is a study of the administrative service quality evaluation which considers theoretically and confirms empirically what the field of university library has some service characteristics. The purposes of this study are to suggest some valid measures of administrative service & library service and to offer some political intent for administrative service improvement. For the establishment of a study model, I examined various internal and external literatures about administrative services and library services quality evaluation from all angles and organized theoretical context about them. I also put knowledge practical use on the basis of the result for my research model setting up. After comparing library services with administrative services, I especially analyze the characteristics of library services and distinguished the particular business circumstance for the service quality evaluation of the only library services. As a preceding study, I divided into the operation side and service side of the library and materialized them by analyzing the studies of existent library operation and service. And I theoretically considered the characteristics and the types of service on the basis of the research of Parasuraman, Barry and Zeithaml. In the expectation level of library service, I divided research variables into six parts as facility, manpower, data, web service, specialized service and general service. Also, in the experience level of library service, I divided research variables into six parts as facility, manpower, data, web service, specialized service and general service. Through these abstracted variables, I established proper study models and hypotheses and verified them through regression. Prior to verification of study models and hypotheses, I executed factor analysis and validity analysis and confirmed the reliability and validity of those questions. At the same time, I confirmed the statistics of population from the respondents and executed the analysis of variety and t-test to verify some characteristic differences. In addition, I confirmed the interrelation of variables and verified whether detailed expectation level and experience level of library services influence those of general library service. As a result of my research, all proposed hypotheses are supported and the considerable differences of expectation level and experience level about library services are verified. This means that current library services leave much to be desired. The concrete actual analyses are as follows. The first, as the result of factor analysis, the detailed factors about experienced services and expectation level of general services were verified in all proposed variables. The second, as the analysis of variety and t-test, considerable differences between male and female were verified in the expectation level of facility, manpower and specialized service sides. However, any meaningful variables between male and female did not existed in the experience level. As the analysis of variety related to the expectation level of library service, meaningful differences were verified in all variables with the exception of web service, specialized service and facility sides. According to the analysis of use frequency, meaningful differences among groups were verified in the expectation level of manpower and specialized service sides and all variables of experience level. Owing to the analysis of use motive, meaningful differences were verified in the expectation level of specialized service and all variables of the experience level. In accordance with the analysis of use intention, meaningful differences were verified in the expectation level of manpower, specialized service and general service sides and the experience level of manpower. According to the analysis of using university library, meaningful differences were verified in all variables with the exception of general expectation level. The third, as the result of research model analysis, all proposed hypotheses were supported. So, I could confirm that 5 variables had meaningful influences on the expectation level and the experience level of library. The fourth, meaningful differences among 6 variables were verified in the expectation level and the experience level. Consequently, I could confirm that lots of library users were not satisfied with actual university library services. In brief, this study suggests that library services should be changed to deal with user’s variable needs and wants. In other words, we should complete relevant on-line service systems and keep trying to develop various approaching methods. Also, the library itself should be changed to lead the development of various regional culture.