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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.24 No.1

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Correlation Between Public Library Service User Satisfaction and Loyalty and Moderator Variables

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
2013, v.24 no.1, pp.83-103
https://doi.org/10.14699/kbiblia.2013.24.1.083
Lee, Seongsin
Lee,, S. (2013). Correlation Between Public Library Service User Satisfaction and Loyalty and Moderator Variables. , 24(1), 83-103, https://doi.org/10.14699/kbiblia.2013.24.1.083

Abstract

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.

keywords
공공도서관 서비스이용자 만족도, 공공도서관 서비스이용자 충성도, 공공도서관 서비스이용자 충성도의 복합측정치, 공공도서관 서비스이용자 만족도와 충성도사이의 상관관계, 공공도서관 서비스이용자만족도와 충성도의 매개변수

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