• Journal of the Korean BIBLIA Society for library and Information Science
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• v.28 no.2
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• pp.137-155
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• 2017

Many university libraries, facing financial difficulties, have been forced to operate on a tighter budget. Such trend has created the need for an objective standard that will prioritize current library services. This study derives service quality factor via open coding from internet postings posted in the last five years on the Korean National Open University's library website, and also calculates the customer satisfaction quotient and dissatisfaction quotient using the Kano Model and Timko's Customer Satisfaction Coefficient. The result draws 25 service quality factors across 3 categories consisting of: (i) 8 attractive qualities, (ii) 15 one-dimensional qualities and (iii) 2 reverse qualities. The study, through the calculation of Timko's Customer Satisfaction Coefficient per service quality, proposes an intensive service that can prioritize the efficient use of library budget.

• Journal of Korean Library and Information Science Society
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• v.54 no.1
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• pp.115-142
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• 2023

The purpose of this study is to classify the quality attributes of service quality for the elderly in public libraries, derive satisfaction coefficients and dissatisfaction coefficients, and present the priority improvement of service quality. To this end, a survey was organized with 22 questions from LibQUAL+ for elderly users who use library in uiseong-gun, gyeongsangbuk-do. Quality factors for service were classified into three areas of LibQUAL+ based on the kano model, and the satisfaction index and dissatisfaction index felt by users for each service quality were calculated through timko's customer satisfaction coefficient. Based on this, a Potential Customer Satisfaction Improvement index (PCSI index) was obtained to determine how much user satisfaction can be improved when actual requirements are met. As a result of classification of quality attributes of service quality, it was classified into 9 attractive quality, 7 one-dimensional quality, 1 indifference quality, and 5 must-be quality. In the improvement ranking for service, the first place was 'making electronic resources accessible from my home or office', the second place was 'print and/or electronic journal collections I require for my work' and the third place was 'a library web site enabling me to locate information on my'. It is expected that the study results can be used to present quality factors that should be managed and improved first when providing services for the elderly.