• Journal of the Korean BIBLIA Society for library and Information Science
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• v.24 no.1
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• pp.83-103
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• 2013

According to the results from the recent research in Business field, the correlation between customer satisfaction and customer loyalty is not strong. Based on this understanding, the first purpose of this study was to investigate the correlation between public library service user satisfaction and public library service user loyalty. To achieve this purpose, the study conducted a survey of 240 public library users. The findings of this study are 1) the correlation between 'public library service user satisfaction' and 'public library service user loyalty' exists. However the strength of the correlation is moderate, 2) the correlation between 'public library service user satisfaction' and 'public library service users' intention to use new library services' is the weakest among the variables of 'public library service user loyalty', and 3) the correlation between 'public library service user satisfaction' and 'public library service users' intention to recommend library services to others is the strongest among the variables of 'public library service user loyalty'. The second purpose of this study was to find the moderator variables between public library service user satisfaction and public library service user loyalty. According to the study results, the following moderate variables are found: 1) physical accessibility, 2) lack of diversity in library service, 3) car-parking issues, 4) lack of diversity and recency in collections, and 5) lack of convenience in facilities.

• Journal of Korean Library and Information Science Society
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• v.44 no.1
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• pp.279-303
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• 2013

The purpose of this study is to suggest public library service positioning strategies for the segmented markets according to public library service users' loyalty. To achieve the study purpose, this study conducted interview with public library users. Qualitative method was utilized to analyze the data. The following public library service positioning strategies for the both segmented groups were suggested: 1) expanding of bookmobile service and utilization of shuttle bus, 2) regular and systematic user study, 3) diversification of public library service promotion methods, 4) user survey, 5) internal marketing, 6) increasing environmental quality of public library services, and 7) provision of reading programs for preschoolers, students, and their parents.

• Journal of Korean Society for Quality Management
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• v.51 no.1
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• pp.19-36
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• 2023

Purpose: The purpose of this study is to empirically verify the structural relationship between public library service-scape, flow, user satisfaction, and customer loyalty for adults who use public libraries for academic purposes in a changing public library environment. To this end, this study reviewed the concepts of public library service-scape, immersion, user satisfaction, and customer loyalty with existing literature, proposed a research model based on this, and empirically verified them. Methods: This study collected and statistically analyzed data for adults using public libraries for the purpose of reading books or studying. The collected data were checked using SPSS 24.0 and AMOS 24.0 and the research hypothesis was verified by analyzing the results using the structural equation modeling technique. Results: The results of the study are as follows. First, spatiality, aesthetics, and amenity of service-scapes have a positive effect on flow. Second, spatiality and amenity of service-scapes have a positive effect on user satisfaction. Third, Flow has a positive effect on user satisfaction. Fourth, Flow and user satisfaction have a positive effect on customer loyalty. Conclusion: This study is meaningful in that it suggests a strategic direction to enhance the service competitiveness of public libraries by strengthening the service-scape.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.25 no.4
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• pp.187-207
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• 2014

Public library user studies are required for better services and circulation records can be used as specific library data to identify common user patterns of the libraries. This study examined 754,198 of circulation data set - number of users, frequencies of circulation, volume of time of circulation and etc. The results of this study indicate the possibility of using circulation data to analyze the usage patterns in public libraries and to provide major types of users, collections, time of circulation, and common library user behaviors for better public library services.

• Journal of the Korean Society for Library and Information Science
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• v.58 no.2
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• pp.289-316
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• 2024

This study aimed to develop and validate a research model to investigate how the service quality of public libraries, where a 3-dimensional service quality model was applied, impacts user satisfaction and loyalty. We collected 353 valid responses through a survey targeting public library users across 21 locations, considering various regional and library-specific characteristics. Our analysis revealed that physical environment quality (PQ), interaction quality (IQ), and outcome quality (OQ) of service quality influence user satisfaction (US). Additionally, outcome quality (OQ) of service quality impacts user loyalty (UL), and user satisfaction (US) affects user loyalty (UL). We also found that quality improvement is a leading factor for user satisfaction, user satisfaction is the primary factor of user loyalty, and the perception of service quality directly and indirectly affects user satisfaction and loyalty. We concluded that continuous research should be actively conducted to respond to the evolving needs of public library users.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.34 no.4
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• pp.235-257
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• 2023

The pandemic, which came unannounced, has caused people to feel the limitations of physical books and spaces, and discussions on library digital capabilities and sustainable library services are spreading. The e-book service of public libraries is at the stage of expanding to the autonomous district level and seeking to revitalize the service. In this study, a user satisfaction survey was conducted on the Gangdong district Library in Seoul to identify the current status of public library e-book services and suggest improvement measures. Based on the analysis results, improvement measures were derived in three aspects: expanding e-book content, strengthening user support services, and improving the e-book system management system.

• Journal of the Korean Society for Library and Information Science
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• v.43 no.2
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• pp.329-350
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• 2009

The purpose of this study is to develop the indicators of user satisfaction for Korean public library evaluation. This is an attempt to overcome the inequality of indicators, which mainly consist of inputs and outputs. User satisfaction indicators are constructed through literature reviews and the prepared indicators are tested through a user survey of public libraries. Notably, the test is focused on the applicability of indicators for public libraries with a variety characteristics such as scale and operation organization. Based on the analysis of the results, this study suggests a total of 10 indicators.

• Journal of the Korean Society for Library and Information Science
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• v.52 no.1
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• pp.313-340
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• 2018

The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library's performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.

• Journal of Korean Library and Information Science Society
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• v.48 no.1
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• pp.319-344
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• 2017

As the social environment changes, the public library's services for older persons need to be improved from a new perspective. Therefore, this study analyzed the relationships among user satisfaction of major services, overall service satisfaction, service quality components (i.e., service affection, information control, and library as place), and re-use intention according to demographic characteristics by evaluating the public library's services for older persons with applying LibQUAL+ and surveying the user satisfaction. This study proposed to provide appropriate information and service according to the changes of the elderly user environment, develop the library collection according to the diversified information needs by older users, and allocate personnel who could offer a service to older people.

• International Journal of Knowledge Content Development & Technology
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• v.4 no.1
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• pp.53-78
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• 2014

As instances of private information leak increase, taking steps to protect such information becomes a necessity. In this study of public library patrons, we strove for a comprehensive understanding of library usage records to suggest viable solutions for private information safety in public libraries. To this end, we investigated the patrons' understanding of library usage records and determined the relationship between different user characteristics and privacy knowledge or leaks. The results show that a high number of patrons perceived these records as their own private information, but that there was no necessity for legal procedures or consent for the use of these records. Also, even though the understanding of these usage records showed that there was a relationship between the frequency of library visits and leaks of personal information, the correlation was not particularly strong.