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Vol.28 No.1
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A Study on the User Satisfaction of Public Library Users in Korea

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2011, v.28 no.1, pp.285-308
https://doi.org/10.3743/KOSIM.2011.28.1.285

(2011). A Study on the User Satisfaction of Public Library Users in Korea. Journal of the Korean Society for Information Management, 28(1), 285-308, https://doi.org/10.3743/KOSIM.2011.28.1.285
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Abstract

This study examines user satisfaction in public libraries nationwide. It analyzes service quality factors that affect user satisfaction of public library patrons and identify sub-factors of service quality that affect the overall user satisfaction. User satisfaction factors were developed to measure library satisfaction in all aspects of the library service. Six variables were identified, including volume of books, staff, programs, facilities, online services, and information availability. According to survey findings, general library satisfaction was strongly correlated with information availability, facilities, and staff. Relatively lower levels of satisfaction were identified in the areas of online services and programs. All six service quality factors were statistically significantly associated with user satisfaction, where information availability, facilities, and volume of books showed stronger associations than the other three factors.

keywords
public library, user satisfaction, library evaluation, customer satisfaction, library service quality evaluation, public library, user satisfaction, library evaluation, customer satisfaction, library service quality evaluation, 공공도서관, 이용자만족도, 도서관평가, 고객만족도, 서비스품질 평가

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