@article{ART001352133},
author={Oh, Dong-Geun and Ji-suk Yeo and Choi, Seong-yeol and Lim, Young Kyu and Kwang-Seok Kim},
title={Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model},
journal={Journal of Korean Library and Information Science Society},
issn={2466-2542},
year={2009},
volume={40},
number={2},
pages={267-286},
doi={10.16981/kliss.40.2.200906.267}
TY - JOUR
AU - Oh, Dong-Geun
AU - Ji-suk Yeo
AU - Choi, Seong-yeol
AU - Lim, Young Kyu
AU - Kwang-Seok Kim
TI - Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model
JO - Journal of Korean Library and Information Science Society
PY - 2009
VL - 40
IS - 2
PB - Korean Library And Information Science Society
SP - 267
EP - 286
SN - 2466-2542
AB - 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.
KW - Library Customer Satisfaction Index;LCSI;Library Service Quality;Public Library Customer Satisfaction Index
DO - 10.16981/kliss.40.2.200906.267
ER -
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu and Kwang-Seok Kim. (2009). Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model. Journal of Korean Library and Information Science Society, 40(2), 267-286.
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu and Kwang-Seok Kim. 2009, "Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model", Journal of Korean Library and Information Science Society, vol.40, no.2 pp.267-286. Available from: doi:10.16981/kliss.40.2.200906.267
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu, Kwang-Seok Kim "Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model" Journal of Korean Library and Information Science Society 40.2 pp.267-286 (2009) : 267.
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu, Kwang-Seok Kim. Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model. 2009; 40(2), 267-286. Available from: doi:10.16981/kliss.40.2.200906.267
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu and Kwang-Seok Kim. "Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model" Journal of Korean Library and Information Science Society 40, no.2 (2009) : 267-286.doi: 10.16981/kliss.40.2.200906.267
Oh, Dong-Geun; Ji-suk Yeo; Choi, Seong-yeol; Lim, Young Kyu; Kwang-Seok Kim. Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model. Journal of Korean Library and Information Science Society, 40(2), 267-286. doi: 10.16981/kliss.40.2.200906.267
Oh, Dong-Geun; Ji-suk Yeo; Choi, Seong-yeol; Lim, Young Kyu; Kwang-Seok Kim. Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model. Journal of Korean Library and Information Science Society. 2009; 40(2) 267-286. doi: 10.16981/kliss.40.2.200906.267
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu, Kwang-Seok Kim. Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model. 2009; 40(2), 267-286. Available from: doi:10.16981/kliss.40.2.200906.267
Oh, Dong-Geun, Ji-suk Yeo, Choi, Seong-yeol, Lim, Young Kyu and Kwang-Seok Kim. "Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model" Journal of Korean Library and Information Science Society 40, no.2 (2009) : 267-286.doi: 10.16981/kliss.40.2.200906.267
