Assessment of the Quality of Public Library Services

Igor Podbreznik and Štefan Bojnec ()

in Faculty of Management Koper Monograph Series from University of Primorska, Faculty of Management Koper

Abstract: The research investigates theoretical and practical approaches to planning and performance measurement of public libraries, especially pointing out the importance of systematic evaluation of user satisfaction regarding the quality of library services. The results of this study conducted by means of the SERVQUAL measuring tool indicate how different user groups assess individual quality factors differently, and how public libraries fulfil the expectations of all of their users. With most quality factors, the results indicate differences between expectations and perception. The results of factor analysis confirm the fact that a higher number of quality factors can be explained by three common factors affecting the satisfaction of libraries users. A strong connection between user satisfaction and their assessment of the integral quality of services and loyalty has been established.

Keywords: library performance measurement; SERVQUAL; user satisfaction; user loyalty; quality of library services (search for similar items in EconPapers)
Date: 2013
ISBN: 978-961-266-154-0
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