The Factor Structure of Customer Satisfaction in Libraries

Lee,, J. (2012). The Factor Structure of Customer Satisfaction in Libraries. 한국비블리아학회지, 23(1), 215-234, https://doi.org/10.14699/kbiblia.2012.23.1.215

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Abstract

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

keywords: 고객만족도, 서비스품질, Kano 기법, 중요도 격자모형, 감동요인, 불만요인, 성과요인

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Article Contents

Vol.23 No.1

The Factor Structure of Customer Satisfaction in Libraries

Abstract

한국비블리아학회지