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Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

Oh, Dong-Geun 1 Ji-suk Yeo 1 Choi Sung Yeol 2 Lim, Young Kyu 1 Kwang-Seok Kim 3

1계명대학교
2경북과학대학교
3대구경북연구원

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ABSTRACT

This study develops the LCSI(Library Customer Satisfaction Index) to measure the customer satisfaction of public libraries from 4,540 public library users in Daegu Metropolitan City area. LCSI consists of three variables; service quality divided into three primary dimensions(interaction of personnel), library resources and programs, physical environment and facilities) as independent variables, overall satisfaction and customer complaints as parameter, and customer loyalty as dependent variable. This model calculates LCSI scores at the ratio of 40% in satisfaction index to three dimensions of library service quality, 40% in overall satisfaction, and 20% in customer loyalty.

Citation status

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