@article{ART002320986},
author={Nahyun Kwon and Soonhee Pyo and Lee Jung Yeoun},
title={Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)},
journal={Journal of the Korean Society for Library and Information Science},
issn={1225-598X},
year={2018},
volume={52},
number={1},
pages={313-340},
doi={10.4275/KSLIS.2018.52.1.313}
TY - JOUR
AU - Nahyun Kwon
AU - Soonhee Pyo
AU - Lee Jung Yeoun
TI - Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)
JO - Journal of the Korean Society for Library and Information Science
PY - 2018
VL - 52
IS - 1
PB - 한국문헌정보학회
SP - 313
EP - 340
SN - 1225-598X
AB - The purpose of this study was to design a PCSI model that can be applicable to measurement of library user satisfactions, which can be used in evaluating organizational performance. The National Assembly Library (NAL) was selected as a case to design a PCSI-based model and to test the model by conducting a self-administered survey of 341 internal and external library users. The model was validated to have a satisfactory model fit. Fitting the model, the study confirms that the service qualities of the NAL affect user satisfactions, which in turn affects organizational performances. The PCSI score of the library was 80.4, which can be used as a useful index that can compare the library’s performance with other organizations in the similar public domain. Major contributions of this study are two-fold: the PCSI-based model proposed in this study provides a theoretical basis that assesses organizational performance of libraries via user satisfaction; and libraries can utilize the model as a management tool to assess the organizational performance from the user perspective.
KW - National Assembly Library;User Satisfaction Index;Public Consumer Satisfaction Index(PCSI);Library Performance Evaluation
DO - 10.4275/KSLIS.2018.52.1.313
ER -
Nahyun Kwon, Soonhee Pyo and Lee Jung Yeoun. (2018). Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI). Journal of the Korean Society for Library and Information Science, 52(1), 313-340.
Nahyun Kwon, Soonhee Pyo and Lee Jung Yeoun. 2018, "Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)", Journal of the Korean Society for Library and Information Science, vol.52, no.1 pp.313-340. Available from: doi:10.4275/KSLIS.2018.52.1.313
Nahyun Kwon, Soonhee Pyo, Lee Jung Yeoun "Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)" Journal of the Korean Society for Library and Information Science 52.1 pp.313-340 (2018) : 313.
Nahyun Kwon, Soonhee Pyo, Lee Jung Yeoun. Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI). 2018; 52(1), 313-340. Available from: doi:10.4275/KSLIS.2018.52.1.313
Nahyun Kwon, Soonhee Pyo and Lee Jung Yeoun. "Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)" Journal of the Korean Society for Library and Information Science 52, no.1 (2018) : 313-340.doi: 10.4275/KSLIS.2018.52.1.313
Nahyun Kwon; Soonhee Pyo; Lee Jung Yeoun. Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI). Journal of the Korean Society for Library and Information Science, 52(1), 313-340. doi: 10.4275/KSLIS.2018.52.1.313
Nahyun Kwon; Soonhee Pyo; Lee Jung Yeoun. Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI). Journal of the Korean Society for Library and Information Science. 2018; 52(1) 313-340. doi: 10.4275/KSLIS.2018.52.1.313
Nahyun Kwon, Soonhee Pyo, Lee Jung Yeoun. Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI). 2018; 52(1), 313-340. Available from: doi:10.4275/KSLIS.2018.52.1.313
Nahyun Kwon, Soonhee Pyo and Lee Jung Yeoun. "Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)" Journal of the Korean Society for Library and Information Science 52, no.1 (2018) : 313-340.doi: 10.4275/KSLIS.2018.52.1.313
