바로가기메뉴

본문 바로가기 주메뉴 바로가기
 

Journal Of Korean Biblia Society for Library and Information Science

  • P-ISSN1229-2435
  • E-ISSN2799-4767
  • KCI

Article Contents

Prev Next
e-Submission

Vol.28 No.2

PDF Citation Share

A Study on Open University's Library Service Quality Using the Kano Model and the Timko's Customer Satisfaction Coefficient

Journal Of Korean Biblia Society for Library and Information Science / Journal Of Korean Biblia Society for Library and Information Science, (P)1229-2435; (E)2799-4767
2017, v.28 no.2, pp.137-155
https://doi.org/10.14699/kbiblia.2017.28.2.137
Jo Chang Hyeun
Nam Young Joon
Jo, C. H. , & Nam, Y. J. (2017). A Study on Open University's Library Service Quality Using the Kano Model and the Timko's Customer Satisfaction Coefficient. , 28(2), 137-155, https://doi.org/10.14699/kbiblia.2017.28.2.137

Abstract

Many university libraries, facing financial difficulties, have been forced to operate on a tighter budget. Such trend has created the need for an objective standard that will prioritize current library services. This study derives service quality factor via open coding from internet postings posted in the last five years on the Korean National Open University's library website, and also calculates the customer satisfaction quotient and dissatisfaction quotient using the Kano Model and Timko's Customer Satisfaction Coefficient. The result draws 25 service quality factors across 3 categories consisting of: (i) 8 attractive qualities, (ii) 15 one-dimensional qualities and (iii) 2 reverse qualities. The study, through the calculation of Timko's Customer Satisfaction Coefficient per service quality, proposes an intensive service that can prioritize the efficient use of library budget.

keywords
도서관 서비스 만족도, 원격대학 도서관, 이용자만족도, 도서관 서비스 품질, Kano모델, Timko이용자만족계수

Journal Of Korean Biblia Society for Library and Information Science

e-Submission OA Policy