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A Study on the Effect of Public Library Users’ Anxiety on User Satisfaction and Loyalty

  • Journal of the Korean Society for Library and Information Science
  • 2024, 58(4), pp.251-276
  • DOI : 10.4275/KSLIS.2024.58.4.251
  • Publisher : 한국문헌정보학회
  • Research Area : Interdisciplinary Studies > Library and Information Science
  • Received : October 21, 2024
  • Accepted : November 6, 2024
  • Published : November 30, 2024

KIMBORA 1,  Hyeyoung Kim 1

1청주대학교

Excellent Accredited

ABSTRACT

This study measured library anxiety among public library users and analyzed which anxiety factors affect user satisfaction and loyalty. To achieve this, the concept of library anxiety was explored, along with previous domestic and international research. Survey questions were developed by incorporating factors from the LibQUAL＋ library service quality evaluation model into the existing anxiety scale. A survey was conducted with users from six public libraries in City C, and data analysis identified analysis identified four factors: ‘professional service of staff,’ ‘psychological and emotional perception,’ ‘physical and spatial perception,’ and ‘use of library resources and programs.’ Among these, ‘physical and spatial perception’ positively influenced both satisfaction and loyalty, while ‘professional service of staff’ only significantly affected satisfaction. These findings suggest the importance of public libraries as comfortable and familiar spaces, emphasizing that improvements in the physical environment and service quality can reduce anxiety and enhance user satisfaction and loyalty. This study provides significant policy implications for improving public library operations and services by identifying key factors that reduce library anxiety and increase user satisfaction and loyalty.

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