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@article{ART001036549},
author={Oh, Dong-Geun and Lim, Young Kyu and Ji-suk Yeo},
title={Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty},
journal={Journal of the Korean Society for Library and Information Science},
issn={1225-598X},
year={2006},
volume={40},
number={4},
pages={165-181}

TY - JOUR
AU - Oh, Dong-Geun
AU - Lim, Young Kyu
AU - Ji-suk Yeo
TI - Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty
JO - Journal of the Korean Society for Library and Information Science
PY - 2006
VL - 40
IS - 4
PB - 한국문헌정보학회
SP - 165
EP - 181
SN - 1225-598X
AB - This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports, materials and resources, and facilities and equipments), service value, user satisfaction, royalty, using newly developed model. Six hundred-fourteen users and one hundred staff members of the National Library of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction, and loyalty higher. In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staffs showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users, only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service quality showed significant relationship to them in the case of staff expectation.
KW - Customer Satisfaction-Library;Service Quality-Dimensions;Service Value;Loyalty;Complaining Behavior;National Library Of Korea
DO -
UR -
ER -

Oh, Dong-Geun, Lim, Young Kyu and Ji-suk Yeo. (2006). Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty. Journal of the Korean Society for Library and Information Science, 40(4), 165-181.

Oh, Dong-Geun, Lim, Young Kyu and Ji-suk Yeo. 2006, "Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty", Journal of the Korean Society for Library and Information Science, vol.40, no.4 pp.165-181.

Oh, Dong-Geun, Lim, Young Kyu, Ji-suk Yeo "Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty" Journal of the Korean Society for Library and Information Science 40.4 pp.165-181 (2006) : 165.

Oh, Dong-Geun, Lim, Young Kyu, Ji-suk Yeo. Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty. 2006; 40(4), 165-181.

Oh, Dong-Geun, Lim, Young Kyu and Ji-suk Yeo. "Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty" Journal of the Korean Society for Library and Information Science 40, no.4 (2006) : 165-181.

Oh, Dong-Geun; Lim, Young Kyu; Ji-suk Yeo. Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty. Journal of the Korean Society for Library and Information Science, 40(4), 165-181.

Oh, Dong-Geun; Lim, Young Kyu; Ji-suk Yeo. Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty. Journal of the Korean Society for Library and Information Science. 2006; 40(4) 165-181.

Oh, Dong-Geun, Lim, Young Kyu, Ji-suk Yeo. Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty. 2006; 40(4), 165-181.

Oh, Dong-Geun, Lim, Young Kyu and Ji-suk Yeo. "Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty" Journal of the Korean Society for Library and Information Science 40, no.4 (2006) : 165-181.