Journal of the Korean Society for Library and Information Science
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- P-ISSN1225-598X
- E-ISSN2982-6292
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A Study on the Effect of Public Library Service Quality on User Satisfaction and User Loyalty according to Brady & Cronin’s Three-Dimensional Service Quality Model
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Abstract
This study aimed to develop and validate a research model to investigate how the service quality of public libraries, where a 3-dimensional service quality model was applied, impacts user satisfaction and loyalty. We collected 353 valid responses through a survey targeting public library users across 21 locations, considering various regional and library-specific characteristics. Our analysis revealed that physical environment quality (PQ), interaction quality (IQ), and outcome quality (OQ) of service quality influence user satisfaction (US). Additionally, outcome quality (OQ) of service quality impacts user loyalty (UL), and user satisfaction (US) affects user loyalty (UL). We also found that quality improvement is a leading factor for user satisfaction, user satisfaction is the primary factor of user loyalty, and the perception of service quality directly and indirectly affects user satisfaction and loyalty. We concluded that continuous research should be actively conducted to respond to the evolving needs of public library users.
- keywords
- Three Dimension of Service Quality, Library Service Quality, User Satisfaction, User Loyalty, Library, Public Library
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