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Journal of the Korean Society for Library and Information Science

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Vol.40 No.4
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Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty

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
2006, v.40 no.4, pp.165-181



& (2006). Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty. Journal of the Korean Society for Library and Information Science, 40(4), 165-181.
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Abstract

This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports, materials and resources, and facilities and equipments), service value, user satisfaction, royalty, using newly developed model. Six hundred-fourteen users and one hundred staff members of the National Library of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction, and loyalty higher. In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staffs showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users, only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service quality showed significant relationship to them in the case of staff expectation.

keywords
Customer Satisfaction-Library, Service Quality-Dimensions, Service Value, Loyalty, Complaining Behavior, National Library Of Korea, 고객만족 - 도서관, 서비스품질 - 구성요인, 서비스가치, 충성도, 불평행동, 만족도, 국립중앙도서관

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