Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

Oh, Dong‐Geun; Yeo, Ji-suk; Yeol, Choi Sung; Lim, Young Kyu; Kim, Kwang‐Seok

doi:10.16981/kliss.40.2.200906.267

Cited by 5 publications

(6 citation statements)

References 9 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…For example, Oh et al (2009b) suggested a model called the Library Customer Satisfaction Index (LCSI), based on an extensive survey (conducted in 2007) of more than 4500 users of nine public libraries in Daegu Metropolitan City, Korea. Based on interviews with 20 library specialists and professors in the area, and survey data of more than 800 users of four public libraries in Korea, Oh (2013) suggested a simplified version of LCSI Lite.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Based on these cause and effect relationships, the LCSI model has been developed to measure the CSI directly using various core variables proved to be closely related to customer satisfaction. The author has investigated the related issues in various aspects to elaborate the model (see Oh, 2005; Oh et al, 2006; Oh, 2013; Oh et al, 2009a; Oh, 2020; Oh et al, 2009b).…”

Section: Developing and Measuring Library Customer Satisfaction Index...mentioning

confidence: 99%

“…In a 2007 survey for developing a full version of LCSI, 34 items of three dimensions of library personnel, library resources and user services, and library facilities and equipment were successfully identified and data obtained from more than 4000 questionnaires from public library users (reported in Oh et al, 2009b). Oh (2013) developed a simplified version “so-called LCSI Lite for public library with 15 items of service quality based on the analyses on the 20 Delphi-type AHP (Analytic Hierarchy Process) questionnaires both from library researchers and public library practitioners, and on the analysis and testing of the SEM using the data from more than 800 user questionnaires” (p. 335).…”

Section: Developing and Measuring Library Customer Satisfaction Index...mentioning

confidence: 99%

“…Much research, both in business administration and library-related areas, has suggested that various factors of service quality have significant positive effects on customer satisfaction (e.g. Bae and Cha, 2015; Kiran, 2010; Martensen and Grønholdt, 2003; Oh et al, 2006, 2009b). In this aspect, many researchers and management practitioners have shown interest in measuring service quality of organizations and companies.…”

Section: Introductionmentioning

confidence: 99%

“…This work is the result of the analysis applying a simplified version called LCSI Lite developed by the author (Oh, 2013) and partially analyzed in former research using multiple regression analysis (Oh, 2020), to check the CSI for public library users. Differently from the full version of the LCSI (Oh et al, 2009b), this Lite version has fewer minimum items to be answered. Furthermore, this study used a more elaborate and upgraded structural equation model (SEM) that can analyze not only the direct effects but also the indirect effects together.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

2022

Journal of Librarianship and Information Science

View full text Add to dashboard Cite

This study develops a simplified Library Customer Satisfaction Index (LCSI Lite) for public libraries. Using data collected from questionnaires administered at four public libraries in South Korea, structural equation modeling was used to measure the scores. The suggested model was confirmed to have good acceptable fit, and that three dimensions of service quality (library personnel, library resources and user services, and facilities and equipment) influenced loyalty via customer satisfaction. After successful factor analysis and reliability testing, three items for library personnel, four for library resources and user services, two for facilities and equipment, two for customer satisfaction, and two for loyalty were analyzed. Means of each item in service quality were over 3.77, and those in satisfaction and loyalty were over 4.00. Direct and indirect effects of the dimensions of service quality were analyzed, with the effect of satisfaction on loyalty. LCSI Lite scores for the libraries as a whole (73.90 out of 100) and for each library were calculated using suggested formula. Finally, research and managerial implications, some recommendations and suggestions for further research, limitations, and conclusions were presented.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Section: Developing and Measuring Library Customer Satisfaction Index...mentioning

confidence: 99%

Section: Developing and Measuring Library Customer Satisfaction Index...mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

2022

Journal of Librarianship and Information Science

View full text Add to dashboard Cite

show abstract

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

2020

Libri

View full text Add to dashboard Cite

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.

show abstract

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

View full text Add to dashboard Cite

Development and Measurement of the Public Library Customer Satisfaction Index(LCSI) Model

Cited by 5 publications

References 9 publications

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

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

Contact Info

Product

Resources

About