Beyond the desk: Enhancing user satisfaction with contactless services in South Korean academic libraries

Abstract

The current situation in the post-COVID-19 era demands the implementation of sustainable ways to meet users' evolving needs, particularly in the context of contactless services supporting the information activities of university members. This study examines factors affecting service satisfaction based on the current status of contactless services in South Korean academic libraries. To achieve this, we first investigated the current status of contactless services in South Korean academic libraries, reviewed the literature on factors influencing contactless services, and then conducted a survey to gather users' actual perceptions of these services. Our analysis reveals that the value of all service types—namely, Research Support, Capability Development Support, Information Access Support, and Education Support—influences satisfaction with contactless services. Furthermore, satisfaction with contactless services varies depending on relevant factors such as Convenience, Responsiveness, Security, Reliability, and Personalization, which librarians should consider when designing and implementing programs. Ultimately, by identifying the current level of support for contactless services in South Korean academic libraries and the satisfaction of university members, this study aims to suggest practical directions to improve contactless services in academic libraries.