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http://dx.doi.org/10.14699/kbiblia.2021.32.4.135

Analyses of Public Library User Experiences using Customer Experience Management (CEM) Perspective: Focused a Public Library in Goyang City  

Lee, Go-Eun (연세대학교 일반대학원 문헌정보학과)
Park, Ji-Hong (연세대학교 문헌정보학과)
Publication Information
Journal of the Korean BIBLIA Society for library and Information Science / v.32, no.4, 2021 , pp. 135-159 More about this Journal
Abstract
This study aims to analyze communication and experiences between public libraries and to identify these factors affect user satisfaction. Customer experience management (CEM), which is currently used in various fields of management and marketing, was applied to segment and analyze user experiences. After reviewing CEM research in marketing and management to derive user experience points, set physical environment, human factors, communication, and service as independent variables, emotional pleasure as parameters, and user satisfaction as dependent variables. Based on this, questionnaire items were constructed. The survey method was conducted in two ways, online and offline (face-to-face), and statistical analysis was performed based on a total of 60 questionnaires collected. The results indicate the higher the user's experience with the physical environment and convenience, the higher the satisfaction level, but library accessibility had no significant effect. In addition, library staff attitude and problem-solving ability had a great influence on user satisfaction, and problem-solving ability had a more important influence than kindness and emotional pleasure was found to have an mediating effect.
Keywords
Public Library; Customer Experience Management; User Satisfaction; CEM; Service;
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Times Cited By KSCI : 2  (Citation Analysis)
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