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Measuring Library User Satisfaction using the Public Consumer Satisfaction Index (PCSI)

Nahyun Kwon 1 Soonhee Pyo 2 Lee Jung Yeoun 3

1명지대학교
2성균관대학교
3이화여자대학교

Excellent Accredited

ABSTRACT

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.

Citation status

* References for papers published after 2022 are currently being built.