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A Study on the Improvement of Service Quality for the Elderly in Public Libraries Using Potential Customer Satisfaction Improvement Index (PCSI Index) and Kano Model

  • Journal of Korean Library and Information Science Society
  • Abbr : JKLISS
  • 2023, 54(1), pp.115-142
  • DOI : 10.16981/kliss.54.1.202303.115
  • Publisher : Korean Library And Information Science Society
  • Research Area : Interdisciplinary Studies > Library and Information Science
  • Received : February 20, 2023
  • Accepted : March 23, 2023
  • Published : March 30, 2023

Jae-eun Eom 1 Kim, Seonghee 2

1중앙대학교 사회과학대학 문헌정보학과
2중앙대학교

Accredited

ABSTRACT

The purpose of this study is to classify the quality attributes of service quality for the elderly in public libraries, derive satisfaction coefficients and dissatisfaction coefficients, and present the priority improvement of service quality. To this end, a survey was organized with 22 questions from LibQUAL+ for elderly users who use library in uiseong-gun, gyeongsangbuk-do. Quality factors for service were classified into three areas of LibQUAL+ based on the kano model, and the satisfaction index and dissatisfaction index felt by users for each service quality were calculated through timko’s customer satisfaction coefficient. Based on this, a Potential Customer Satisfaction Improvement index (PCSI index) was obtained to determine how much user satisfaction can be improved when actual requirements are met. As a result of classification of quality attributes of service quality, it was classified into 9 attractive quality, 7 one-dimensional quality, 1 indifference quality, and 5 must-be quality. In the improvement ranking for service, the first place was ‘making electronic resources accessible from my home or office’, the second place was ‘print and/or electronic journal collections I require for my work’ and the third place was ‘a library web site enabling me to locate information on my’. It is expected that the study results can be used to present quality factors that should be managed and improved first when providing services for the elderly.

Citation status

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