Journal of the Korean Data and Information Science Society

The Korean Data and Information Science Society (한국데이터정보과학회)
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A study on library users' loyalty with users' satisfaction as a moderating variable: K university case

도서관 이용자 만족도를 매개변수로 하는 이용자 충성도에 관한 연구 : K대학 사례

  • Received : 2014.08.29
  • Accepted : 2014.10.08
  • Published : 2014.11.30
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Abstract

Universities are places where the knowledge and information of various areas is created and shared, and the libraries of the universities are main places for providing education services. In this study, we survey the students of K university on the satisfactions on offering contents, environment/facilities and library service, users' satisfaction, and users' loyalty. Structural equation models are used in order to verify whether the users' satisfactions on offering contents, environment/facilities and library service are both directly and indirectly effective on users' loyalty with users' satisfaction as a moderating variable. The results show that the satisfaction on offering contents is both directly and indirectly effective on the loyalty and that the satisfactions on environment/facilities and library service are not indirectly effective but directly effective on the loyalty.

대학에서는 다양한 분야의 지식과 정보가 창출되고 공유되는데 이러한 대학이 제공하는 교육서비스의 주된 장소가 도서관이다. 이 연구에서는 K대학생들을 대상으로 조사하여 제공자료 만족도, 환경 및 시설 만족도, 서비스 만족도가 이용자 만족도의 매개에 의해서뿐만 아니라 직접적으로도 이용자 충성도에 영향을 미칠 것이라는 가설을 구조방정식모형을 통해 분석하였다. 분석결과 제공자료 만족도, 환경 및 시설 만족도, 서비스 만족도는 이용자 만족도의 매개에 의해서뿐만 아니라 직접적으로도 이용자 충성도에 영향을 미치는 것으로 나타났다.

Keywords

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