Journal of the Korean Society for Library and Information Science 2023 KCI Impact Factor : 0.84
-
pISSN : 1225-598X / eISSN : 2982-6292
- https://journal.kci.go.kr/kslis
KJCKorea
Journal Central
Developing LCSI(Library Customer Satisfaction Index) Lite for Public Library
- Journal of the Korean Society for Library and Information Science
- 2013, 47(4), pp.335-361
- DOI : 10.4275/KSLIS.2013.47.4.335
- Publisher : 한국문헌정보학회
- Research Area : Interdisciplinary Studies > Library and Information Science
1계명대학교
Accredited
ABSTRACT
This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items - namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).
Statistics
-
602 Viewed
-
126 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[thesis]
姜沂枓
/ 1998
/ 서비스品質의 構成要因과 顧客滿足에 관한 硏究
/ 박사
/ 中央大學校 大學院
[journal]
강혜영
/ 2010
/
A Study on the Evaluation and Improvement of Staff Services Quality in Academic Library
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
41(4)
: 127~150
[journal]
곽승진
/ 2011
/
A Study on the Evaluation and Improvement of the Korean National Assembly Digital Library by Applying ISA(Importance-Satisfaction Analysis)
/ 한국문헌정보학회지
/ 한국문헌정보학회
45(3)
: 327~343
[journal]
김규환
/ 2007
/
A Study on Influences of Academic Library Service Quality Satisfaction and the Loyalty of Users
/ 한국문헌정보학회지
/ 한국문헌정보학회
41(2)
: 135~159
[journal]
김선애
/ 2008
/
A Study on the User Satisfaction and Loyalty of University Library Users
/ 한국문헌정보학회지
/ 한국문헌정보학회
42(3)
: 281~299
[journal]
김성혁
/ 2010
/
Research Trends of Service Quality: 1989-2008
/ 관광연구
/ 대한관광경영학회
25(1)
: 205~223
[journal]
김성희
/ 2005
/
Factor Analysis of TQM in Medical Library
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
36(2)
: 307~325
[journal]
김영찬
/ 2003
/
Customer Satisfaction Measurement Tool and Its Strategic Application
/ 마케팅연구
/ 한국마케팅학회
18(1)
: 113~132
[journal]
김윤실
/ 2002
/
A Study on Evaluating Service Quality in Special Libraries
/ 정보관리학회지
/ 한국정보관리학회
19(3)
: 161~188
[journal]
김윤실
/ 2002
/
Service Quality Model for Library and Information Center:Focusing on LibQUAL+
/ Journal of Information Science Theory and Practice
/ 한국과학기술정보연구원
33(3)
: 1~26
[journal]
김정희
/ 2009
/
A Study on Special Library's User Satisfaction with the Library Service Quality Evaluation
/ 정보관리학회지
/ 한국정보관리학회
26(3)
: 69~87
[confproc]
김현희
/ 2006
/ 공공도서관 웹사이트 이용자 만족도 연구
/ 제13회 한국정보관리학회 학술대회 논문집
: 11~16
[journal]
남영준
/ 2011
/
A Study on User Satisfaction with e-Book Services in University Libraries
/ 한국문헌정보학회지
/ 한국문헌정보학회
45(1)
: 287~310
[web]
/ 리서치중앙 홈페이지
/ http://www.research.joogang.com/survey/board.cgi?db=surveyFAQ&dbf=48
[journal]
박동진
/ 1999
/ 대학도서관 서비스품질의 측정
/ 한국도서관.정보학회지
30(4)
: 183~206
[journal]
박상후
/ 2007
/
Customer Satisfaction and Loyalty of Academic Library Users Based on Their Perceptions of Library Service Quality
/ Journal of Information Science Theory and Practice
/ 한국과학기술정보연구원
38(2)
: 105~126
[journal]
박종철
/ 2011
/
The Investigating of Psychological Mechanism in the ‘Service Quality-Customer Satisfaction’ Relation
/ 소비자학연구
/ 한국소비자학회
22(2)
: 179~202
[journal]
박지홍
/ 2007
/
Toward an Evaluation Framework of Library Services: Re-examination of LibQUAL+TM
/ 정보관리학회지
/ 한국정보관리학회
24(2)
: 5~27
[thesis]
백항기
/ 2000
/ 대학도서관의 성과측정 : 서비스 질의 구성요인과 고객만족을 중심으로
/ 박사
/ 성균관대학교 대학원
[journal]
백항기
/ 2000
/ 대학도서관 서비스질의 구성요인 분석
/ 한국문헌정보학회지
34(4)
: 5~26
[journal]
서광규
/ 2011
/
Improving Customer Satisfaction Management using the Satisfied Customer Reclassification based on a 2 Dimension Model of Customer Satisfaction/Dissatisfaction
/ 한국산학기술학회논문지
/ 한국산학기술학회
12(8)
: 3415~3420
[journal]
오동근
/ 2005
/
Influences of Public Library Service Quality on User Satisfaction and Loyalty
/ 정보관리학회지
/ 한국정보관리학회
22(4)
: 61~78
[journal]
오동근
/ 2009
/
Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
40(2)
: 267~286
[journal]
오동근
/ 2010
/
Comparative Analysis on the Service Quality and Satisfaction of the Cultural and Educational Programs in the Public Libraries and the Culture & Art Centers Using Structural Equation Model
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
41(3)
: 291~307
[journal]
오동근
/ 2006
/
Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Quality, Customer Satisfaction and Loyalty
/ 한국문헌정보학회지
/ 한국문헌정보학회
40(4)
: 165~181
[journal]
오동근
/ 2009
/
Factor Analysis of User's Perceptions Regarding the Public Libraries Service Quality
/ Journal of Information Science Theory and Practice
/ 한국과학기술정보연구원
40(2)
: 47~70
[journal]
오동근
/ 2010
/
An Analysis on the Structural Equation Model for Customer Satisfaction of Information Commons in Digital Library of the National Library of Korea
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
41(2)
: 171~187
[journal]
유병장
/ 2004
/
A Study of the Public Library Evaluation Index for Customer Satisfaction
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
35(3)
: 321~339
[journal]
윤기찬
/ 2009
/
An Evaluation of Service Quality in University Library Using Structural Equation Modeling
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
40(3)
: 337~365
[journal]
이광희
/ 2005
/
The Measurement and Use of Customer Satisfaction of Public Administration: Focused on the Discontinuous Approach of Satisfaction
/ 한국행정학보
/ 한국행정학회
39(4)
: 105~124
[journal]
이두영
/ 2003
/
A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF
/ 정보관리학회지
/ 한국정보관리학회
20(2)
: 73~92
[journal]
이상복
/ 2002
/
A Study on the Application of Quality Certification System in Library Services
/ 한국문헌정보학회지
/ 한국문헌정보학회
36(1)
: 211~231
[journal]
이상복
/ 2008
/
A Study on the service improvement case of the Public institution by Kano-Servqual Method - Focus on A Digital Public Library -
/ 품질경영학회지
/ 한국품질경영학회
36(3)
: 55~65
[journal]
이성신
/ 2010
/
A Study on the Customer Perceptions of Service Quality for Library E-Service: Based on Zeithaml & Bitner's Model
/ 정보관리학회지
/ 한국정보관리학회
27(1)
: 119~136
[journal]
이수상
/ 2007
/
A Study on the Service Satisfaction of University Library Portal for Chinese Students in Korea
/ 한국문헌정보학회지
/ 한국문헌정보학회
41(4)
: 113~134
[journal]
이용남
/ 2002
/
Analysis on the Results of the Seoul Metropolitan Government's Surveys Regarding Customer Satisfaction of Public Libraries
/ 한국비블리아학회지
/ 한국비블리아학회
13(2)
: 29~43
[journal]
이유재
/ 2000
/ 고객만족 연구에 관한 종합적 고찰
/ 소비자학연구
11(2)
: 139~166
[journal]
이유재
/ 2003
/
The Relative Effects of Three Dimensions of Service Quality on CS - A Comparative Study of Existing vs. Potential Customers -
/ 마케팅연구
/ 한국마케팅학회
18(4)
: 67~97
[journal]
이유재
/ 2001
/ 서비스품질의 측정과 기대효과에 대한 재고찰: KS-SQI 모형의 개발과 적용
/ 마케팅연구
16(1)
: 1~26
[journal]
이유재
/ 2007
/
The Role of Customer Loyalty Variables in the Effects of Customer Satisfaction on Firm’s Performance
/ 마케팅연구
/ 한국마케팅학회
22(1)
: 81~102
[journal]
이유재
/ 2010
/
The Dynamic Effects of Customer Satisfaction and Referral on Firm Performance: Focusing on KCSI and KNPS
/ 경영학연구
/ 한국경영학회
39(2)
: 279~307
[journal]
이응봉
/ 2002
/
이용자 서비스의 품질 향상을 위한 웹사이트 사용성 평가에 관한 연구
/ 한국문헌정보학회지
/ 한국문헌정보학회
36(4)
: 311~329
[journal]
이제환
/ 2004
/
A Study on Quality Evaluation of Digital Libraries
/ 한국문헌정보학회지
/ 한국문헌정보학회
38(1)
: 143~172
[thesis]
이종권
/ 2002
/ 공공도서관 서비스 질의 고객평가에 관한 연구
/ 박사
/ 성균관대학교 대학원
[journal]
이주현
/ 2006
/
Analysis and Service Quality Evaluation on NDSL Website
/ Journal of Information Science Theory and Practice
/ 한국과학기술정보연구원
37(4)
: 69~91
[journal]
이학식
/ 2005
/
Measuring Customer Satisfaction:
Evaluation of NCSI and KCSI and Suggestions for
Developing a New Index
/ 마케팅연구
/ 한국마케팅학회
20(3)
: 137~160
[journal]
장윤금
/ 2005
/
Measuring and Assessing Internet Service Quality at U.S. Public Libraries
/ 정보관리학회지
/ 한국정보관리학회
22(1)
: 267~285
[journal]
장윤금
/ 2007
/
A Study of e-Service Quality and User Satisfaction in Public Libraries
/ 한국문헌정보학회지
/ 한국문헌정보학회
41(4)
: 315~329
[journal]
정영미
/ 2010
/
A Study on the Measurement and Improvement of Academic Library Service Quality by ISA(Importance-Satisfaction Analysis)
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
41(1)
: 255~272
[journal]
정용길
/ 1999
/ 서비스 품질의 측정: SERVQUAL과 SERVPERF
/ 서울대경영논집
33(3)
: 438~461
[journal]
정형식
/ 2008
/
The Effects of Use Patterns and Service Quality on Performance and Use Satisfaction on Library Information System
/ Journal of Global Scholars of Marketing Science(마케팅과학연구)
/ 한국마케팅과학회
18(4)
: 217~244
[journal]
조선배
/ 2008
/
A Comparative Study on the KS-SQI, NCSI, and KCSI
/ 호텔경영학연구
/ 한국호텔외식경영학회
17(3)
: 213~227
[journal]
조윤희
/ 2002
/
도서관 서비스 품질 제고를 위한 ISO 9000 인증 도입에 관한 연구
/ 한국문헌정보학회지
/ 한국문헌정보학회
36(3)
: 215~232
[journal]
조화순
/ 2011
/
Analysis on the Perception of the Service Quality and Satisfaction on the Electronic Journals of Medical Library Users
/ Journal of Information Science Theory and Practice
/ 한국과학기술정보연구원
42(4)
: 23~37
[journal]
차성종
/ 2011
/
A Study on the User Satisfaction of Public Library Users in Korea
/ 정보관리학회지
/ 한국정보관리학회
28(1)
: 285~308
[journal]
채균식
/ 2004
/
A Study on a Model Development of Web Site Evaluation in Digital Library Using AHP Technique
/ 한국문헌정보학회지
/ 한국문헌정보학회
38(3)
: 103~118
[journal]
최재황
/ 2008
/
Assessing Satisfaction on Scholarly Journals and Document Delivery Services at Foreign Journal Supporting Center
/ 한국문헌정보학회지
/ 한국문헌정보학회
42(2)
: 69~85
[journal]
한상일
/ 2008
/
An Empirical Analysis on the Service Quality of the National Library of Korea and Its Effects
/ 한국문헌정보학회지
/ 한국문헌정보학회
42(1)
: 295~311
[journal]
홍현진
/ 2005
/
A Review of Studies on the Quality Evaluation of Library Information Service
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
36(2)
: 93~120
[journal]
황재영
/ 2009
/
A Review of Studies on the Service Quality Evaluation of Digital Libraries: on the Basis of Evaluation Models and Measures Methodologies
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
40(2)
: 243~265
[journal]
황재영
/ 2010
/
Development of Service Quality Measurement Model and Index for Digital Libraries
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
41(1)
: 121~147
[journal]
황재영
/ 2010
/
A Study on Service Quality Measurement of Digital Libraries with DL-SQI Model
/ Journal of Information Science Theory and Practice
/ 한국과학기술정보연구원
41(3)
: 45~66
[journal]
황재영
/ 2007
/
Assessing E-service Quality of Digital Libraries
/ 한국문헌정보학회지
/ 한국문헌정보학회
41(3)
: 55~79
[journal]
황재영
/ 2006
/
An Analysis on Measurement of Customer Satisfaction Index of NDSL
/ 한국도서관·정보학회지
/ 한국도서관·정보학회
37(4)
: 247~270
[book]
J. R. Matthews.
/ 2010
/ 도서관 서비스의 평가와 측정
/ 태일사
[journal]
Bakti, I. G. M. Y.
/ 2013
/ An Analysis of Library Customer Loyalty: The Role of Service Quality and Customer Satisfaction, a Case Study in Indonesia
/ Library Management
3(6/7)
: 397~414
[journal]
Bennett, Rebekah
/ 2004
/ Customer Satisfaction Should Not Be the Only Goal
/ Journal of Service Marketing
18(7)
: 514~523
[journal]
Berry, L.
/ 1997
/ Listening to the Customer: The Concept of a Service-Quality Information System
/ Sloan Management Review
38(3)
: 65~76
[journal]
Calvert, P. J.
/ 2001
/ International Variations in Measuring Customer Expectations
/ Library Trends
49(4)
: 732~757
[journal]
Cook, Colleen
/ 2001
/ Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study
/ Library Trends
49(4)
: 548~584
[journal]
Cook, Colleen
/ 2001
/ Users' Hierarchical Perspectives onLibrary Service Quality: A LibQUAL+ Study
/ College and Research Libraries
62(2)
: 147~153
[book]
Cook, Colleen
/ 2001
/ A Mixed-Methods Approach to the Identification and Measurement of Academic Library Service Quality Constructs: LibQUAL+. Doctoral dissertation
/ Texas A&M University
[journal]
Greenwood, Judy T.
/ 2011
/ Ten Years of LibQual: A Study of Qualitative and Quantitative Survey Results at the University of Mississippi 2001-2010
/ Journal of Academic Librarianship
37(4)
: 312~318
[journal]
Hernon, P.
/ 2001
/ Service Quality: A Concept Not Fully Explored
/ Library Trends
49(4)
: 687~708
[book]
Hernon, Peter
/ 2001
/ Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries
/ Chicago: ALA
[book]
Kyrillidou, Martha
/ 2008
/ Measuring the Quality of Library Service through LibQUAL+®. in Academic Library Research: Perspectives and Current Trends, eds. Marie L. Radford and Pamela Snelson
/ Chicago: Association of College and Research Libraries
: 253~301
[book]
Kyrillidou, Martha
/ 2009
/ Digital Library Service Quality: What Does It Look Like?. in Evaluation of Digital Libraries: An Insight into Useful Applications and Methods, eds. Giannis Tsakonas and Christos Papatheodorou
/ Oxford: Chandos Publishing
: 187~214
[journal]
Kyrillidou, Martha.
/ 2008
/ LibQUAL+® and Beyond: Library Assessment with a Focus on Library Improvement
/ Performance Measurement and Metrics
9(3)
: 155~230
[web]
/ LibQUAL+® Homepage
/ http://libqual.org/home
[journal]
Martensen, Anne
/ 2003
/ Improving Library Users' Perceived Quality, Satisfaction and Loyalty: An Integrated Measurement and Management System
/ The Journal of Academic Librarianship
29(3)
: 140~147
[journal]
Oh, Dong-Geun.
/ 2003
/ Complaining behavior of public library users in South Korea
/ LIBRARY INFORMATION SCIENCE RESEARCH
/ ELSEVIER SCIENCE INC
25(1)
: 43~62
[confproc]
Oh, Dong-Geun
/ 2010
/ Service Quality and Satisfaction of Public Library Services: Suggestions from Some Investigations in Korean Libraries
/ Proceedings of the International Conference on Innovation-Driven Librarianship: Expectations of Librarians and Library Users
/ SRM University
: 195~202
[journal]
Parasuraman, A.
/ 2002
/ Forward-Performance Measurement and Metrics
/ Performance Measurement and Metrics
3(2)
: 37~39
[journal]
Parasuraman, A.
/ 1985
/ A Conceptual Model of Service Quality and Its Implications for Future Research
/ Journal of marketing Research
49
: 41~50
[journal]
Sahu, Ashok Kumar.
/ 2006
/ Perceptions of service quality in an academic library: a case study
/ Journal of services research
6(1)
: 187~204
[journal]
Thompson, B
/ 2003
/ Structure of Perceptions of Service Quality in Libraries: A LibQUAL+(TM) Study
/ Structural Equation Modeling
10
: 456~464
[journal]
Thompson, B.
/ 2003
/ Two Short Forms of the LibQUAL+™ Survey Assessing Users' Perceptions of Library Service Quality
/ Library Quarterly
73
: 453~465
[journal]
Thompson, B.
/ 2009
/ Equating Scores on ‘Lite’ and Long Library User Survey Forms: The LibQUAL+® Lite Randomized Control Trials
/ Performance Measurement and Metrics
10(3)
: 212~219
[journal]
Thompson, Bruce
/ 2009
/ Item Sampling in Service Quality Assessment Surveys to Improve Response Rates and Reduce Respondent Burden the “LibQUAL+® Lite” Example
/ Performance Measurement and Metrics
10(1)
: 6~16
[journal]
Yuen, Euphemia F. T.
/ 2010
/ The Effect of Retail Service Quality and Product Quality on Customer Loyalty
/ Database Marketing & Customer Strategy Management
17(3/4)
: 222~224
This paper was written with support from the National Research Foundation of Korea.