Correlation Between Public Library Service User Satisfaction and Loyalty and Moderator Variables (공공도서관 서비스이용자 만족도와 충성도의 상관관계분석 및 매개변수)

Seongsin Lee (이성신)

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.

KEYWORDS

Public Library Service User Satisfaction, Public Library Service User Loyalty, Composite Measurements of Public Library Service User Loyalty, Correlation Between Public Library Service User Satisfaction and Public Library Service User Loyalty, Moderator Variables Between Public Library Service User Satisfaction and Pubic Library Service User Loyalty

Citation status

* References for papers published after 2023 are currently being built.

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

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