A Study of e-Service Quality and User Satisfaction in Public Libraries

Chang, Yunkeum

doi:10.4275/kslis.2007.41.4.315

Cited by 3 publications

(1 citation statement)

References 13 publications

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“…In the field of library and information science, Kim (2006) [9,[28][29][30][31][32][33][34][35][36][37][38] investigated a hybrid recommendation system for multimedia content based on frequency of use, and proposed a system that provides users with personalized multimedia content (as an active information service in libraries and information centers). He analyzed the pros and cons of conventional recommendation techniques.…”

Section: The Prs and Relevant Studiesmentioning

confidence: 99%

Information Usage Behavior and Importance: Korean Scientist and Engineer Users of a Personalized Recommendation Service

Park

Choi

et al. 2019

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Background: We conducted research on the newly developed personalized recommendation service (PRS) of the global network of Korean scientists and engineers (KOSEN) in order to explore the information usage behavior and importance of the PRS used by Korean scientists and engineers. Methods: In order to understand information usage behavior, we gathered data from 513 survey results and analyzed them in terms of information usage behavior and the corresponding importance in each of the service quality areas. Results: We analyzed the 321 outcomes that indicated non-use of the PRS in order to understand the underlying reason(s); we employed 192 results that demonstrated the use of functionality to examine information usage behavior and importance. They found that the predominant motive for non-use of the service resulted from the respondents not knowing how to use it. According to demographic characteristics, the usage behavior of the PRS showed a difference regarding the purpose of using the service in the categories of gender and major field of study. Furthermore, users were concerned with various components of the PRS such as ease of use, design, relevance of content, user support, and interactivity. Conclusions: We suggest reinforcing user education degree and promotion to enhance the PRS. Since users were concerned with ease of use, design, relevance, user support, and interactivity, we recommend these as major points for improvement.

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Section: The Prs and Relevant Studiesmentioning

confidence: 99%

Information Usage Behavior and Importance: Korean Scientist and Engineer Users of a Personalized Recommendation Service

Park

Choi

et al. 2019

Information

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Developing LCSI(Library Customer Satisfaction Index) Lite for Public Library

Oh¹

2013

Journal of the Korean Society for Library and Information Scien

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This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items-namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).

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