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Vol.22 No.4
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Influences of Public Library Service Quality on User Satisfaction and Loyalty

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2005, v.22 no.4, pp.61-78
https://doi.org/10.3743/KOSIM.2005.22.4.061

(2005). Influences of Public Library Service Quality on User Satisfaction and Loyalty. Journal of the Korean Society for Information Management, 22(4), 61-78, https://doi.org/10.3743/KOSIM.2005.22.4.061
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Abstract

This study investigates the influences of the service quality of public libraries, including printed publications, internet and electronic materials, culture programs and service, library environment and facilities, and library staff, on the general satisfaction of the users, complaining intentions, and loyalty including reuse intentions. It develops a library user satisfaction model and testifies it through path analysis using questionnaires from 443 public library users in Daegu Metropolitan City area. This study shows that service qualities of printed publications, culture programs and service, library environment and facilities, and library staff influence significantly on the general satisfaction of the users, and that service quality of library environment and facilities is the major variable which influences satisfaction and loyalty of the public library.

keywords
서비스품질-공공도서관, 고객만족-공공도서관, 충성도, service quality-public library, customer satisfaction-public library, loyalty

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