Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers
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 usi...
Ausführliche Beschreibung
Gespeichert in:
| Autor*in: |
Oh, Dong-Geun [verfasserIn] |
|---|
| Format: |
E-Artikel |
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| Erschienen: |
De Gruyter ; 2020 |
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| Schlagwörter: |
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| Umfang: |
15 |
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| Reproduktion: |
Walter de Gruyter Online Zeitschriften |
|---|---|
| Übergeordnetes Werk: |
Enthalten in: Libri - Berlin : De Gruyter, 1950, 70(2020), 4 vom: 30. Nov., Seite 345-359 |
| Übergeordnetes Werk: |
volume:70 ; year:2020 ; number:4 ; day:30 ; month:11 ; pages:345-359 ; extent:15 |
| Links: |
|---|
| DOI / URN: |
10.1515/libri-2020-0006 |
|---|
| Katalog-ID: |
NLEJ248110284 |
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| 520 | |a 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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10.1515/libri-2020-0006 doi articles2015-2020.pp (DE-627)NLEJ248110284 DE-627 ger DE-627 rakwb Oh, Dong-Geun verfasserin aut Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers De Gruyter 2020 15 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier 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. Walter de Gruyter Online Zeitschriften library service quality library customer satisfaction public library service quality library user’s satisfaction library customer loyalty Enthalten in Libri Berlin : De Gruyter, 1950 70(2020), 4 vom: 30. Nov., Seite 345-359 (DE-627)NLEJ248236393 (DE-600)2066691-3 1865-8423 nnns volume:70 year:2020 number:4 day:30 month:11 pages:345-359 extent:15 https://doi.org/10.1515/libri-2020-0006 Deutschlandweit zugänglich GBV_USEFLAG_U ZDB-1-DGR GBV_NL_ARTICLE AR 70 2020 4 30 11 345-359 15 |
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10.1515/libri-2020-0006 doi articles2015-2020.pp (DE-627)NLEJ248110284 DE-627 ger DE-627 rakwb Oh, Dong-Geun verfasserin aut Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers De Gruyter 2020 15 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier 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. Walter de Gruyter Online Zeitschriften library service quality library customer satisfaction public library service quality library user’s satisfaction library customer loyalty Enthalten in Libri Berlin : De Gruyter, 1950 70(2020), 4 vom: 30. Nov., Seite 345-359 (DE-627)NLEJ248236393 (DE-600)2066691-3 1865-8423 nnns volume:70 year:2020 number:4 day:30 month:11 pages:345-359 extent:15 https://doi.org/10.1515/libri-2020-0006 Deutschlandweit zugänglich GBV_USEFLAG_U ZDB-1-DGR GBV_NL_ARTICLE AR 70 2020 4 30 11 345-359 15 |
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10.1515/libri-2020-0006 doi articles2015-2020.pp (DE-627)NLEJ248110284 DE-627 ger DE-627 rakwb Oh, Dong-Geun verfasserin aut Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers De Gruyter 2020 15 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier 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. Walter de Gruyter Online Zeitschriften library service quality library customer satisfaction public library service quality library user’s satisfaction library customer loyalty Enthalten in Libri Berlin : De Gruyter, 1950 70(2020), 4 vom: 30. Nov., Seite 345-359 (DE-627)NLEJ248236393 (DE-600)2066691-3 1865-8423 nnns volume:70 year:2020 number:4 day:30 month:11 pages:345-359 extent:15 https://doi.org/10.1515/libri-2020-0006 Deutschlandweit zugänglich GBV_USEFLAG_U ZDB-1-DGR GBV_NL_ARTICLE AR 70 2020 4 30 11 345-359 15 |
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10.1515/libri-2020-0006 doi articles2015-2020.pp (DE-627)NLEJ248110284 DE-627 ger DE-627 rakwb Oh, Dong-Geun verfasserin aut Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers De Gruyter 2020 15 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier 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. Walter de Gruyter Online Zeitschriften library service quality library customer satisfaction public library service quality library user’s satisfaction library customer loyalty Enthalten in Libri Berlin : De Gruyter, 1950 70(2020), 4 vom: 30. Nov., Seite 345-359 (DE-627)NLEJ248236393 (DE-600)2066691-3 1865-8423 nnns volume:70 year:2020 number:4 day:30 month:11 pages:345-359 extent:15 https://doi.org/10.1515/libri-2020-0006 Deutschlandweit zugänglich GBV_USEFLAG_U ZDB-1-DGR GBV_NL_ARTICLE AR 70 2020 4 30 11 345-359 15 |
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10.1515/libri-2020-0006 doi articles2015-2020.pp (DE-627)NLEJ248110284 DE-627 ger DE-627 rakwb Oh, Dong-Geun verfasserin aut Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers De Gruyter 2020 15 Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier 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. Walter de Gruyter Online Zeitschriften library service quality library customer satisfaction public library service quality library user’s satisfaction library customer loyalty Enthalten in Libri Berlin : De Gruyter, 1950 70(2020), 4 vom: 30. Nov., Seite 345-359 (DE-627)NLEJ248236393 (DE-600)2066691-3 1865-8423 nnns volume:70 year:2020 number:4 day:30 month:11 pages:345-359 extent:15 https://doi.org/10.1515/libri-2020-0006 Deutschlandweit zugänglich GBV_USEFLAG_U ZDB-1-DGR GBV_NL_ARTICLE AR 70 2020 4 30 11 345-359 15 |
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Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers |
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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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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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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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<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01000caa a22002652 4500</leader><controlfield tag="001">NLEJ248110284</controlfield><controlfield tag="003">DE-627</controlfield><controlfield tag="005">20220820035803.0</controlfield><controlfield tag="007">cr uuu---uuuuu</controlfield><controlfield tag="008">220814s2020 xx |||||o 00| ||und c</controlfield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1515/libri-2020-0006</subfield><subfield code="2">doi</subfield></datafield><datafield tag="028" ind1="5" ind2="2"><subfield code="a">articles2015-2020.pp</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-627)NLEJ248110284</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-627</subfield><subfield code="b">ger</subfield><subfield code="c">DE-627</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Oh, Dong-Geun</subfield><subfield code="e">verfasserin</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="b">De Gruyter</subfield><subfield code="c">2020</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">15</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">Text</subfield><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">Computermedien</subfield><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">Online-Ressource</subfield><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">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.</subfield></datafield><datafield tag="533" ind1=" " ind2=" "><subfield code="f">Walter de Gruyter Online Zeitschriften</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">library service quality</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">library customer satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">public library service quality</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">library user’s satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">library customer loyalty</subfield></datafield><datafield tag="773" ind1="0" ind2="8"><subfield code="i">Enthalten in</subfield><subfield code="t">Libri</subfield><subfield code="d">Berlin : De Gruyter, 1950</subfield><subfield code="g">70(2020), 4 vom: 30. Nov., Seite 345-359</subfield><subfield code="w">(DE-627)NLEJ248236393</subfield><subfield code="w">(DE-600)2066691-3</subfield><subfield code="x">1865-8423</subfield><subfield code="7">nnns</subfield></datafield><datafield tag="773" ind1="1" ind2="8"><subfield code="g">volume:70</subfield><subfield code="g">year:2020</subfield><subfield code="g">number:4</subfield><subfield code="g">day:30</subfield><subfield code="g">month:11</subfield><subfield code="g">pages:345-359</subfield><subfield code="g">extent:15</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">https://doi.org/10.1515/libri-2020-0006</subfield><subfield code="z">Deutschlandweit zugänglich</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_USEFLAG_U</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-1-DGR</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_NL_ARTICLE</subfield></datafield><datafield tag="951" ind1=" " ind2=" "><subfield code="a">AR</subfield></datafield><datafield tag="952" ind1=" " ind2=" "><subfield code="d">70</subfield><subfield code="j">2020</subfield><subfield code="e">4</subfield><subfield code="b">30</subfield><subfield code="c">11</subfield><subfield code="h">345-359</subfield><subfield code="g">15</subfield></datafield></record></collection>
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