부산대학교 도서관

Development and penetration of IT networks means the advent of digital, multimedia era. In this fast-changing environment, the importance of libraries as a key institute of national knowledge infrastructure is ever increasing and various contents are vigorously developed and produced. In addition, the usage of high-tech equipments that enables us to acquire information anytime, anywhere is rising with the expansion of home networks. Against this backdrop, libraries need to create an environment that can provide information on multimedia contents to fit diverse information needs of users and strengthen functions of library as a knowledge information provider. As knowledge information services of libraries are enhanced, however, its role of narrowing digital divide over region, class as a social safety panel is increasing.For this reason, this study seeks efficient digital data operational procedure by analyzing users' satisfaction of digital data room. To this end, a survey was conducted on digital data room users to identify customer service factor, facility & equipment factor, operation rule factor, digital contents factor, user's education factor. We used 5 aspects of SERVQUAL, which is tangibles, reliability, responsiveness, credibility and empathy for research purpose. First, customer service on digital data will similarly influence on satisfaction. Second, facility & equipment will similarly influence on satisfaction. Third, operation hour on digital data room will similarly influence on satisfaction. Fourth, digital data reservation system will similarly influence on satisfaction. Fifth, digital contents will similarly influence on satisfaction. With these assumptions, this study identified the influences and the relations of independent variables and subject variables by setting customer service, facility & equipment, reservation-based operation, time-based operation and contents as subject variables for measuring satisfaction.After analyzing these factors, time-based operation factor out of five independent variables was rejected while customer service, facility & equipment, contents, reservation-based operation factors were adopted. That means positive recognition on each evaluation factors of digital data room by users. Facility factor and reservation factor was especially influential than other factors in fulfilling user's satisfaction. For customer service part, easy access on digital data room should be made by hiring highly trained personnel and facilities & equipments should be upgraded to meet the demands of users. On top of that, various contents should be provided and more user-friendly, easily accessible reservation system should be made through streamlined administrative system.Consistent researchs and efforts need to be made on users by recognizing user's needs, market trends of contents and digitalization. In addition, basic supporting means such as budget or personnel should be guaranteed on developed country level to raise user's satisfaction.