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Analysis of the factors affecting the quality of service in public libraries in Korea

机译：影响韩国公共图书馆服务质量的因素分析

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摘要

This study examined the influence of Korean public libraries' service quality factors on overall user satisfaction and loyalty. The service quality factors analyzed were collections, staff, programs, facilities, online services, and accessibility. To measure the effects of these factors, 3000 users of 60 public libraries across Korea were surveyed. The results of the survey indicated that users perceived the staff and facilities factors to be of high quality, whereas the programs and online services factors were perceived as lower quality. In order of influence, collections, accessibility, and facilities factors were found to be highly influential on overall satisfaction, while the programs and online services factors had relatively low influence. Additionally, while the overall satisfaction, convenience of visit, and facilities factors had a high influence on user loyalty, the collection and program factors had relatively low influence. Based on these results, this study makes recommendations to improve library services to meet users' needs.
机译：这项研究调查了韩国公共图书馆服务质量因素对整体用户满意度和忠诚度的影响。分析的服务质量因素是馆藏，人员，计划，设施，在线服务和可访问性。为了衡量这些因素的影响，对韩国60个公共图书馆的3000名用户进行了调查。调查结果表明，用户认为人员和设施因素的质量较高，而计划和在线服务因素的质量较低。按照影响顺序，发现馆藏，可及性和设施因素对整体满意度有很大影响，而计划和在线服务因素影响相对较低。另外，虽然总体满意度，访问便利性和设施因素对用户忠诚度影响很大，但收集和计划因素影响相对较小。基于这些结果，本研究提出了改善图书馆服务以满足用户需求的建议。

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