Abstract

The purpose of this study is to analyze the factors influencing the intention of revisiting and recommending by applying a structural equation model, targeting the service quality factors of university libraries derived from previous studies. For 11 days from April 30th, 2020 to May 10th, 2020, a total of 127 user groups (undergraduate students, graduate students, professors/instructors) were surveyed on their intention to revisit and recommend. The analysis results are as follows. ‘Materials’ and ‘service customization’ were shown as quality dimensions that influence revisit. In addition, revisiting was found to have an effect on recommendation intention, and it was analyzed that ‘materials’ and ‘service customization’ affect not only revisit but also recommendation intention. In addition, ‘service customization’ was found to be a factor that directly affects the intention to recommend. Based on this, a method of applying the concept of customization to library services and marketing was proposed in an environment where users’ needs are diversifying and becoming personalized.