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A Study on Influences of Academic Library Service Quality Satisfaction and the Loyalty of Users

  • Journal of the Korean Society for Library and Information Science
  • 2007, 41(2), pp.135-159
  • Publisher : 한국문헌정보학회
  • Research Area : Interdisciplinary Studies > Library and Information Science

김규환 1 Nam Young Joon 1

1중앙대학교

Accredited

ABSTRACT

The purpose of this study is to analyze the casual relationships of the service quality, the satisfaction of the users, and the loyalty of the users on the academic libraries. The study develops a model and a hypothesis based on the previous researches, and testifies through multiple regressions and path analysis using questionnaires from 266 academic library users(undergraduate students and graduate students) in the C University. The result of this study is summarized as the following: the service qualities of e-service, contents, and librarians significantly influences the satisfaction of the users--undergraduate students on the qualities of library space/environment and contents, and graduate students on the qualities of e-service and librarian. The satisfaction of the users and the quality of e-service are the variables that influence the loyalty of the users. The quality of e-service is an important variable that influence both the satisfaction and the loyalty of the users in academic libraries.

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