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.

中文翻译：

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提供信息之外：公共图书馆客户感知的服务质量、满意度和忠诚度分析

本研究调查了客户对感知图书馆服务质量的三个传统维度（图书馆人员；图书馆资源和用户服务；以及设施和设备）、客户满意度和公共图书馆用户的客户忠诚度的认知。使用简化问卷对调查数据进行了分析，这些数据分别于 2015 年和 2019 年从韩国公共图书馆的 1015 名用户中收集。结果表明，他们普遍对公共图书馆服务感到满意，并希望再次访问它们和/或基于对公共图书馆服务质量的良好看法将其推荐给其他人，因为每个变量的均值采用李克特 5 点量表相当高：客户满意度 3.85，客户忠诚度 4.12，感知服务质量 3.80（图书馆人员 3.80，图书馆资源和用户服务 3.81，以及设施和设备 3.79）。感知服务质量的三个维度中的每一个对客户满意度和用户忠诚度都有统计学上显着的正向影响，并且客户满意度对客户忠诚度有统计学上显着的正向影响。按性别、年龄、教育程度和职业划分的不同群体显示出客户忠诚度的平均差异。本文提出了该研究的研究和管理意义和局限性。并且客户满意度对客户忠诚度具有统计上显着的积极影响。按性别、年龄、教育程度和职业划分的不同群体显示出客户忠诚度的平均差异。本文提出了该研究的研究和管理意义和局限性。并且客户满意度对客户忠诚度具有统计上显着的积极影响。按性别、年龄、教育程度和职业划分的不同群体显示出客户忠诚度的平均差异。本文提出了该研究的研究和管理意义和局限性。