본문 바로가기
  • Home

An Analysis on the Structural Equation Model for Customer Satisfaction of Information Commons in Digital Library of the National Library of Korea

Oh, Dong-Geun 1 Hyun Yang Cho 2 Choi Sung Yeol 3 Ji-suk Yeo 1

1계명대학교
2경기대학교
3경북과학대학교

Accredited

ABSTRACT

This study tries to develop and testify the structural equation model(SEM) for customer satisfaction of information commons in digital library(NDL) of the National Library of Korea and to calculate library customer satisfaction index (LCSI) based both on customers' perceptions and the staff members' expectations. It also compares the customers' perceptions with the staff members' expectations about service quality, satisfaction, and loyalty. Full mediation model is better fit than partial mediation model for this study, and it is proved that this model can be used for both groups. This study calculate LCSI for the information commons as 75.69. The comparison the customers' perceptions with the staff members' expectations shows that all of the figures of the former are higher than those of the latter.

Citation status

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