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Journal Of Korean Biblia Society for Library and Information Science

  • P-ISSN1229-2435
  • E-ISSN2799-4767
  • KCI

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Vol.23 No.1

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The Factor Structure of Customer Satisfaction in Libraries

Journal Of Korean Biblia Society for Library and Information Science / Journal Of Korean Biblia Society for Library and Information Science, (P)1229-2435; (E)2799-4767
2012, v.23 no.1, pp.215-234
https://doi.org/10.14699/kbiblia.2012.23.1.215
Lee, Jeong-Ho
Lee,, J. (2012). The Factor Structure of Customer Satisfaction in Libraries. , 23(1), 215-234, https://doi.org/10.14699/kbiblia.2012.23.1.215

Abstract

The purpose of this study is to investigate asymmetric and nonlinear nature of the relationship between service attributes and global customer satisfaction, and to identify improvement strategies of service quality in libraries. In this study, two methods(such as kano's analysis and importance grid) were used to analyze the factor structure of customer satisfaction in libraries. The results show that two quality elements are classified as excitement factors, twelve quality elements are sorted as hybrid factor and eight quality elements are classified as dissatisfiers.

keywords
고객만족도, 서비스품질, Kano 기법, 중요도 격자모형, 감동요인, 불만요인, 성과요인

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