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An Analysis Research on User Satisfaction of Public Library Comparison between Korea and USA

공공도서관의 이용자만족도에 관한 한.미간 비교사례연구

  • 박재용 (신라대학교 경영정보학과)
  • Received : 2012.05.21
  • Accepted : 2012.06.15
  • Published : 2012.06.30

Abstract

This research analyzed and compared the public library satisfaction level between South Korea and USA public library user. This research looked at the public library user's nominal complains to the library from various countries and analyzed the impact variance of customer satisfaction level by using four key factors(faculty, facility, online service, books). The results were, first, overall customer satisfaction level of USA average(m=3.91) was higher then South Korea average(m=3.08) with a difference of m=0.83. Second, in the outcome of the survey conducted in South Korea, all four key factors were strongly related to customer satisfaction level, whereas the survey conducted in the USA, only two key factors showed relation to the customer satisfaction level which were facility and online service. Lastly, In the survey conducted in South Korea, out of the four key factors, Faculty(${\beta}$=.838) and online service(${\beta}$=.496) were the only two key factors that influenced the customer satisfaction level. In the survey conducted in the USA, Facility(${\beta}$=.441) and online service(${\beta}$=.471) were the two key factors that influenced customer satisfaction level. Therefore, South Korea should invest in increasing online service and educating faculty service as well as managing more intensively in software type field policies.

Keywords

Public Library;Library Policies;User Satisfaction;Library Management;Compare between Korea and USA

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