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Correlation Between Public Library Service User Satisfaction and Loyalty and Moderator Variables
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 Title & Authors
Correlation Between Public Library Service User Satisfaction and Loyalty and Moderator Variables
Lee, Seongsin;
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 Abstract
According to the results from the recent research in Business field, the correlation between customer satisfaction and customer loyalty is not strong. Based on this understanding, the first purpose of this study was to investigate the correlation between public library service user satisfaction and public library service user loyalty. To achieve this purpose, the study conducted a survey of 240 public library users. The findings of this study are 1) the correlation between 'public library service user satisfaction' and 'public library service user loyalty' exists. However the strength of the correlation is moderate, 2) the correlation between 'public library service user satisfaction' and 'public library service users' intention to use new library services' is the weakest among the variables of 'public library service user loyalty', and 3) the correlation between 'public library service user satisfaction' and 'public library service users' intention to recommend library services to others is the strongest among the variables of 'public library service user loyalty'. The second purpose of this study was to find the moderator variables between public library service user satisfaction and public library service user loyalty. According to the study results, the following moderate variables are found: 1) physical accessibility, 2) lack of diversity in library service, 3) car-parking issues, 4) lack of diversity and recency in collections, and 5) lack of convenience in facilities.
 Keywords
Public Library Service User Satisfaction;Public Library Service User Loyalty;Composite Measurements of Public Library Service User Loyalty;Correlation Between Public Library Service User Satisfaction and Public Library Service User Loyalty;Moderator Variables Between Public Library Service User Satisfaction and Pubic Library Service User Loyalty;
 Language
Korean
 Cited by
1.
도서관 이용자 만족도를 매개변수로 하는 이용자 충성도에 관한 연구 : K대학 사례,최현석;박철용;

Journal of the Korean Data and Information Science Society, 2014. vol.25. 6, pp.1301-1313 crossref(new window)
2.
대학도서관 멀티미디어실에 대한 이용자 만족도 분석 - 서울동북부사립대학교도서관을 중심으로 -,박세미;김양우;

한국비블리아학회지:한국비블리아, 2015. vol.26. 1, pp.5-33 crossref(new window)
1.
A study on library users' loyalty with users' satisfaction as a moderating variable: K university case, Journal of the Korean Data and Information Science Society, 2014, 25, 6, 1301  crossref(new windwow)
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