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

Abstract

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.