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Journal of the Korean Society for Library and Information Science

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Vol.36 No.4
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Journal of the Korean Society for Library and Information Science / Journal of the Korean Society for Library and Information Science, (P)1225-598X; (E)2982-6292
2002, v.36 no.4, pp.123-145

(2002). . Journal of the Korean Society for Library and Information Science, 36(4), 123-145.
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Abstract

This study is to investigate extensively the complaint responses of the academic library users, with a special regard to those in Daegu Metropolitan City and in Kyungpook Province. It selects and analyzes empirically some of the antecedents of the complaining behaviors including perceived severity of dissatisfaction, perception of free use, attitude toward complaining, cost of the complaining, likelihood of success, product/service importance, external attributions and loyalty; and complaint responses including exit, voice(redress seeking), negative word-of-mouth and third party complaints, of the academic library users, based on the theoretical backgrounds. Final data through questionaries are obtained from 582 unsatisfied academic library users in 5 universities in those areas, 542 of them analysed with SPSS 11.0 for Windows.

keywords
대학도서관, 무료이용지각, 부정적 구전, 불만족의 강도, 불평행동, 이용중단, 제3자를 통한 불평, 항의

Journal of the Korean Society for Library and Information Science

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