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http://dx.doi.org/10.4275/KSLIS.2014.48.2.137

Analysis on the User Behaviors of Elementary School Students of Winter Vacation Programs of Public Libraries at Daegu Metropolitan City  

Oh, Dong-Geun (계명대학교 문헌정보학과)
Lee, Gyeong-Hun (계명대학교 BK21 플러스팀)
Publication Information
Journal of the Korean Society for Library and Information Science / v.48, no.2, 2014 , pp. 137-157 More about this Journal
Abstract
This study analyzed the general user behaviors and the perceptions on service quality, satisfaction, loyalty of the users of the special winter vacation programs at the public libraries in Daegu Metropolitan City. Among the 444 collected questionnaires from the participants in the programs at 8 public libraries in the City, a total of 300 were analyzed for the study. As results, many participants have visited the libraries with their family members, and have applied the programs through the helps from their parents. They rated higher the service quality, the satisfaction, and the loyalty than other child users of the children's services as well as the adult participants of the cultural programs and of the public libraries. In the analysis of the structural equation model (SEM) on the service quality, customer satisfaction and loyalty, all of the service quality factors of special winter vacation programs, namely program contents and instructors, staff supports and services, and facilities and equipments, have significant effects on the user satisfaction. Staff supports and services factor of the service quality has significant direct effects on loyalty along with the overall satisfaction, but program contents and instructors factor and facilities and equipments factor have no significant direct effects on loyalty.
Keywords
Public Library; Cultural Programs for Children; Service Quality; Winter Vacation Programs; Customer Satisfaction; Loyalty; Word-of-Mouth; Structural Equation Model;
Citations & Related Records
Times Cited By KSCI : 23  (Citation Analysis)
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