Comparative Analysis on the Service Quality and Satisfaction of the Cultural and Educational Programs in the Public Libraries and the Culture &amp; Art Centers Using Structural Equation Model

Oh, Dong‐Geun; Yeo, Ji-suk; Yeol, Choi Sung

doi:10.16981/kliss.41.3.201009.291

journalofkoreanlibraryandinformationsciencesociety

2010

DOI: 10.16981/kliss.41.3.201009.291

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Comparative Analysis on the Service Quality and Satisfaction of the Cultural and Educational Programs in the Public Libraries and the Culture & Art Centers Using Structural Equation Model

Dong‐Geun Oh¹,

Ji-suk Yeo²,

Choi Sung Yeol³

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A Comparative Study of Cultural Programs Offered by Public Libraries and Other Regional Public Service Institutions

Kam¹,

Lee²

2013

Journal of the Korean BIBLIA Society for library and Informatio

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This study generated the suggestions to minimize the duplicated cultural programs offered by various regional public service institutions via promoting effective collaboration among the institutions with the limited local resources while making the public libraries as the center of the partnership. We measured the level of program duplicability; conducted statistical analysis of the cultural program offering; and analyzed program participation status as well as the participation surveys. This led to the following results: 1) public libraries focused on offering humanities general education related programs; 2) participants had high expectations on the reading and writing programs; and 3) social welfare organizations offered programs, which targeted the older population, and the corresponding participants had high satisfaction rate. According to the results, the institutions including the public libraries should take into account of the ages and preferences of the potential participants when offering various programs. In addition, the public libraries should continue to offer humanities general education as well as information use programs.

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A Comparative Study of Cultural Programs Offered by Public Libraries and Other Regional Public Service Institutions

Kam¹,

Lee²

2013

Journal of the Korean BIBLIA Society for library and Informatio

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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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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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Comparative Analysis on the Service Quality and Satisfaction of the Cultural and Educational Programs in the Public Libraries and the Culture & Art Centers Using Structural Equation Model

Cited by 5 publications

References 0 publications

A Comparative Study of Cultural Programs Offered by Public Libraries and Other Regional Public Service Institutions

A Comparative Study of Cultural Programs Offered by Public Libraries and Other Regional Public Service Institutions

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

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

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