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Journal of Korean Library and Information Science Society

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Vol.37 No.3
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A Study on Customer Satisfaction Framework for Public Library Services

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2006, v.37 no.3, pp.193-208

(2006). A Study on Customer Satisfaction Framework for Public Library Services. Journal of Korean Library and Information Science Society, 37(3), 193-208.
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Abstract

The customer satisfaction, which is close with the loyalty, rate of disconnection and re-purchase and the new customer creation is important in point of the enterprise performance measurement system. There have been a number of studies that applied different models in other to assess the customer satisfaction of public and non-public area. But the general evaluation models which are existing can't consider the discrimination characteristic of different types of products or services. And these models didn't reflect the quality of the Internet environment of the public library service which appears newly. This study delved into literature of library service and customer satisfaction evaluation and suggest the classification system of public library service and the evaluation model of customer satisfaction for public library.

keywords
Public Library, Library Evaluation, Customer Satisfaction, User Satisfaction, Customer Satisfaction Evaluation, Public Library, Library Evaluation, Customer Satisfaction, User Satisfaction, Customer Satisfaction Evaluation, 공공도서관, 도서관평가, 고객만족도, 이용자만족도, 고객만족도 평가

Journal of Korean Library and Information Science Society

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