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Journal of Korean Library and Information Science Society

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Vol.40 No.2
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Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

Journal of Korean Library and Information Science Society / Journal of Korean Library and Information Science Society, (P)2466-2542;
2009, v.40 no.2, pp.267-286
https://doi.org/10.16981/kliss.40.2.200906.267





& (2009). Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model. Journal of Korean Library and Information Science Society, 40(2), 267-286, https://doi.org/10.16981/kliss.40.2.200906.267
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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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