Journal of the Korean Society for Library and Information Science (한국문헌정보학회지)

Korean Society For Library And Information Science (한국문헌정보학회)
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A Study on the Effect of Public Libraries' ESG Management on Its Perception, User Satisfaction, and the User's Intention to Revisit

공공도서관의 ESG경영이 도서관 인식, 이용자 만족도 및 재이용 의도에 미치는 영향

  • 정미옥 (경기대학교 교육대학원 사서교육전공)
  • Received : 2024.01.22
  • Accepted : 2024.02.07
  • Published : 2024.02.28
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Abstract

In this study, we designed and verified a research model in order to determine whether ESG management for public libraries affects the perception of libraries, user satisfaction, and the intention to revisit. A survey was conducted among the users of six public libraries in the Gyeonggi region and 25 libraries in Seoul, and 247 valid responses from the survey were analyzed. The analysis revealed that the environment and society factors of ESG management had a positive effect on the perception of libraries and user satisfaction. It also showed that the libraries' perception had a positive impact on user satisfaction and the intention to revisit, and user satisfaction showed a positive correlation for the intention to revisit. From the analysis, we can infer that the effects of ESG management were reflected in everyday life via public libraries as ESG management of the public libraries influenced the perception of libraries, user satisfaction, and the intention to revisit. We confirmed that users showed the intention to revisit if the library provides positive and sincere satisfaction through ESG management, due to public libraries having ethical and moral significance to users. We have also put forward practical marketing strategies and identified areas for enhancement that can prove beneficial to public libraries.

본 연구는 공공도서관의 ESG경영이 도서관 인식, 이용자 만족도 및 재이용 의도에 영향을 미치는가를 파악하기 위해 연구모형을 설계하고 검증하였다. 이를 위해 서울지역 25개와 경기지역 6개 등에서 도서관을 이용하는 이용자를 대상으로 설문조사를 실시하여 유효표본 247부를 연구에 사용하였다. 분석 결과, ESG경영의 환경과 사회는 도서관 인식과 이용자 만족도에 정(+)의 영향을 미치는 결과를 보였으며, 도서관 인식은 이용자 만족도와 재이용 의도에 정(+)의 영향을, 마지막으로 이용자 만족도는 재이용 의도에 정(+)의 영향을 미치는 것으로 확인되었다. 결과적으로 ESG경영이 도서관 인식, 이용자 만족도 및 재이용 의도에 영향을 미침으로서 일상적인 삶 속으로 확장된 효과를 다양하게 공공도서관에 반영되는 것으로 추론할 수 있다. 또한 도서관은 이용자들에게 윤리적이고 도덕적인 의미가 상대적으로 크기 때문에 ESG경영을 통해 긍정적이고 진정성 있는 만족도를 제공한다면 이용자들의 재이용 의도를 보이는 것을 확인할 수 있다. 도서관에 도움이 될 수 있는 전략과 개선방안을 제시하였다는 점에서 실무적으로 의의를 지닌다.

Keywords

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