Journal of the Korean Biblia Society for Library and Information Science 2023 KCI Impact Factor : 0.82
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pISSN : 1229-2435 / eISSN : 2799-4767
- https://journal.kci.go.kr/kbiblia
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The Factor Structure of Customer Satisfaction in Libraries
- Journal of the Korean Biblia Society for Library and Information Science
- 2012, 23(1), pp.215-234
- Publisher : Journal Of The Korean Biblia Society For Library And Information Science
- Research Area : Interdisciplinary Studies > Library and Information Science
이정호 1
1서울시정개발연구원 도시정보센터
Accredited
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.
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