Comparative Analysis of User's and Library Staff's Perceptions on the Library Service Quality of the Information Commons in the National Digital Library of Korea

Oh, Dong‐Geun; Cho, Hyun-Yang; Yeo, Ji-suk

doi:10.1633/jim.2010.41.3.085

Journal of Information Management

2010

DOI: 10.1633/jim.2010.41.3.085

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Comparative Analysis of User's and Library Staff's Perceptions on the Library Service Quality of the Information Commons in the National Digital Library of Korea

Dong‐Geun Oh¹,

Hyun-Yang Cho²,

Ji-suk Yeo³

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Cited by 3 publications

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Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers

2020

Libri

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This study investigates the customers’ perceptions on three traditional dimensions of the perceived library service quality (library personnel; library resources and user services; and facilities and equipment), customer satisfaction, and customer loyalty of the public library users. Survey data using simplified questionnaires were analyzed which were collected from 1015 users of public libraries in 2015 and 2019 respectively in South Korea. The results show that they were generally satisfied with public library services and want to visit them again and/or recommend them to others based on the good perceptions on the public library service quality, because the means of each variable on a Likert 5-point scale was fairly high: customer satisfaction 3.85, customer loyalty 4.12, and perceived service quality 3.80 (library personnel 3.80, library resources and user services 3.81, and facilities and equipment 3.79). Each of three dimensions of perceived service quality had statistically significant positive impacts both on customer satisfaction and on the loyalty of the users, and that customer satisfaction had statistically significant positive impacts on customer loyalty. Different groups by gender, age, education, and occupation show the mean differences in customer loyalty. This article suggests research and managerial implications and limitations of the study.

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Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers

2020

Libri

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An Analysis of the Service Quality and Satisfaction Perceived by Users and Librarians on the Foreign Research Information Center

Oh¹,

Hwang²,

Yeo³

2012

Journal of Information Management

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A Case Study on the Librarian's Perception of Information Commons

Youn¹,

Chang²,

Kyungsun³

2014

Journal of the Korean Society for information Management

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This study examined librarians' perceptions of Information Commons(I.C.), user's information seeking behaviors, and new role of library in the digital ages. Interviews with 28 librarians found that the perceptions of the librarians were widely differed depending on their understandings of the nature of the space. The interview results were divided into three different categories of librarians: the librarians; 1) understanding library as a place only with academic functions, 2) library as academic place along with multi-cultural functions, and 3) library as open learning space with focus on creativity and discovery of users. The findings also indicated that all these perceptions are closely related to understanding of the role of library and its future development.

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Comparative Analysis of User's and Library Staff's Perceptions on the Library Service Quality of the Information Commons in the National Digital Library of Korea

Cited by 3 publications

References 5 publications

Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers

Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers

An Analysis of the Service Quality and Satisfaction Perceived by Users and Librarians on the Foreign Research Information Center

A Case Study on the Librarian's Perception of Information Commons

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