• Journal of Korean Library and Information Science Society
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• v.46 no.1
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• pp.43-63
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• 2015

Quality of the library service, because it is based on the subjective meaning of the user for a particular service, depending on the individual expectation level, can be divided between satisfaction and dissatisfaction. Therefore, library services that are performed in public libraries also ultimately assessment of library services may influence based on the expected value of the user. This study is a satisfaction survey of library services to the public library of Goyang. Overall satisfaction of Public Library of Goyang in this study are in the following orders: 1) facility, 2) cultural programs and courses, 3) librarian kindness, 4) collections. To understand the specific meaning of each preference, it was analyzed in the followings: 1) the expectation level to the library space, 2) expectation level to librarians, 3) new service the users desire, 4) service the users want, etc. by age and occupation. As the age of the user increases, the demand for traditional library usage increased. In addition, services that utilize the same library external resources and utilization of external lecturer is like finding employment and art courses, expectation level of users such as reading course to utilize library resources was the highest.

• Journal of the Korean Society for Library and Information Science
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• v.52 no.3
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• pp.215-246
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• 2018

As a law library representing the Department of Justice, the Supreme Court Library of Korea collects various domestic and foreign legal information and aims to become more publicly accessible. In 2018, after its relocation to Goyang, Korea, the library has initiated check-out services to citizens and is currently developing a plan to provide services in the legal field. In this study, we have assessed the current situation at the Supreme Court Library as well as public libraries in Goyang. Furthermore, we have surveyed future users and legal experts to formulate a proposal for optimal literary composition and spatial composition, as well as library arrangement. Survey participants expected extensive provision of legal information regarding legal professions and the general public. There was a significant difference in opinion between legal experts and users with respect to resources for the public; general citizens desire more materials related to general topics whereas legal experts expect more law-specific resources such as information regarding judicial precedents and court decisions, research articles. Furthermore, 80% of users expressed interest in utilizing the library; therefore, active efforts to improve its facilities will lead to successful operations of the library.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.32 no.4
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• pp.135-159
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• 2021

This study aims to analyze communication and experiences between public libraries and to identify these factors affect user satisfaction. Customer experience management (CEM), which is currently used in various fields of management and marketing, was applied to segment and analyze user experiences. After reviewing CEM research in marketing and management to derive user experience points, set physical environment, human factors, communication, and service as independent variables, emotional pleasure as parameters, and user satisfaction as dependent variables. Based on this, questionnaire items were constructed. The survey method was conducted in two ways, online and offline (face-to-face), and statistical analysis was performed based on a total of 60 questionnaires collected. The results indicate the higher the user's experience with the physical environment and convenience, the higher the satisfaction level, but library accessibility had no significant effect. In addition, library staff attitude and problem-solving ability had a great influence on user satisfaction, and problem-solving ability had a more important influence than kindness and emotional pleasure was found to have an mediating effect.