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

  • Journal of the Korean Biblia Society for Library and Information Science
  • 2013, 24(1), pp.83-103
  • Publisher : Journal Of The Korean Biblia Society For Library And Information Science
  • Research Area : Interdisciplinary Studies > Library and Information Science

Seongsin Lee 1

1경북대학교

Accredited

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.

Citation status

* References for papers published after 2022 are currently being built.

This paper was written with support from the National Research Foundation of Korea.