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Vol.23 No.4
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A Study on the Behaviors and Customer Satisfactions of University Library Users of the Electronic Journals

Journal of the Korean Society for Information Management / Journal of the Korean Society for Information Management, (P)1013-0799; (E)2586-2073
2006, v.23 no.4, pp.129-146
https://doi.org/10.3743/KOSIM.2006.23.4.129


& (2006). A Study on the Behaviors and Customer Satisfactions of University Library Users of the Electronic Journals. Journal of the Korean Society for Information Management, 23(4), 129-146, https://doi.org/10.3743/KOSIM.2006.23.4.129
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Abstract

This study analyzed the user behaviors of the electronic journal users and the influences of service quality of electronic journals on the customer satisfactions, customer loyalty, and frequency of visit to the library building. Approximately 60 percent of users prefer e-journal to printed formats. Service quality of electronic journal was measured by four dimensions: reliability of service, convenience of service, public relations, and user instructions. 100 faculty members and 267 graduate school students were surveyed using questionnaires. It was concluded that each dimensions of service quality positively influenced on the customer satisfactions, and customer satisfaction positively influenced on loyalty, and negatively on frequency of visit to the library building.

keywords
Electronic Journal, WEB DB, Customer Satisfaction - Not-for-profit Organization, User Satisfaction, Re-Use Intention, 전자저널, 웹 DB, 고객만족 - 비영리조직, 이용자만족도, 재이용의도

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