Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

이 연구에서는 공공도서관에 적용할 수 있는 LCSI(Library Customer Satisfaction Index) 모형을 구축하였다. 이를 위해 대구지역 9개 공공도서관의 이용자 4,540명을 대상으로 설문조사를 실시하였다. 이 모형은 독립변인인 서비스품질을 직원의 상호작용, 정보자원 및 프로그램, 물리적 환경 및 시설의 세 가지 상위차원으로 구성하였으며, 전반적 만족도와 불평행동을 각각 매개변인으로, 충성도를 종속변인으로 하였다. 공공도서관 고객만족도 점수는 부문별 서비스품질 만족도 40%, 전반적인 만족도 40%, 충성도 20%를 각 영역별 구성비로 하고 100점을 만점으로 산출하였다.

keywords: Library Customer Satisfaction Index, LCSI, Library Service Quality, Public Library Customer Satisfaction Index, Library Customer Satisfaction Index, LCSI, Library Service Quality, Public Library Customer Satisfaction Index, 도서관고객만족도, LCSI, 도서관서비스품질, 공공도서관고객만족도

Abstract

This study develops the LCSI(Library Customer Satisfaction Index) to measure the customer satisfaction of public libraries from 4,540 public library users in Daegu Metropolitan City area. LCSI consists of three variables; service quality divided into three primary dimensions(interaction of personnel), library resources and programs, physical environment and facilities) as independent variables, overall satisfaction and customer complaints as parameter, and customer loyalty as dependent variable. This model calculates LCSI scores at the ratio of 40% in satisfaction index to three dimensions of library service quality, 40% in overall satisfaction, and 20% in customer loyalty.

keywords: Library Customer Satisfaction Index, LCSI, Library Service Quality, Public Library Customer Satisfaction Index, Library Customer Satisfaction Index, LCSI, Library Service Quality, Public Library Customer Satisfaction Index, 도서관고객만족도, LCSI, 도서관서비스품질, 공공도서관고객만족도

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이 연구에서 사용된 서비스품질의 결정요인에 대한 상세한 내용은 다음 논문을 참고하기 바란다. 오동근, 임영규, 여지숙, “이용자가 인식하는 공공도서관 서비스품질 결정요인 분석,” 정보관리연구, Vol.40, No.2(2009)(출판중).

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논문 상세

Vol.40 No.2

공공도서관 고객만족도(LCSI) 모형개발 및 측정

Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

초록

Abstract

참고문헌

한국도서관·정보학회지