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User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices
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User Satisfaction Surveys in Two Italian University Libraries: Model, Results and Good Practices (2014)User Satisfaction Surveys in Two Italian …Assessing the Research Needs of Graduate Students at Georgetown University (2012)Assessing the Research Needs …User satisfaction with academic libraries services: Academic staff and students perspectives (2011)User satisfaction with academ…Action Research in the Library: Method, Experiences, and a Significant Case La ricerca-azione in biblioteca: il metodo, le esperienze e un caso significativo (2011)Action Research in the Librar…Participatory action research in learning commons design planning (2010)Participatory action research…Reference Librarians at the Reference Desk in a Learning Commons: A Mixed Methods Evaluation (2008)Reference Librarians at the R…Using Student Focus Groups to Inform Library Planning and Marketing (2005)Using Student Focus Groups to…Using focus groups to assess student needs (2005)Using focus groups to assess …Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system (2003)Improving library users’ perc…Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality (2002)Reliability and Structure of …Insights into library services and users from qualitative research (2002)Insights into library service…How Different Are They? A Comparison By Academic Area Of Library Use, Priorities, and Information Needs at the University of Washington. (2002)How Different Are They? A Com…Reference Evaluation: A Three-Step Approach—Surveys, Unobtrusive Observations, and Focus Groups (2000)Reference Evaluation: A Three…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Evaluating Reference: An Introductory Overview of Qualitative Methods (1990)Evaluating Reference: An Intr…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Delivering Quality Service (1990)Delivering Quality ServiceFactors Influencing Distance-Education Graduate Students' Use of Information Sources: A User Study (2004)The Information-Seeking Habits of Graduate Student Researchers in the Humanities (2005)Understanding the Information Needs of Academic Scholars in Agricultural and Biological Sciences (2006)Assessing and Serving the Workshop Needs of Graduate Students (2016)Research Needs and Learning Format Preferences of Graduate Students at a Large Public University: An Exploratory Study (2017)A quick look at NVivo (2018)Review of Psychometric theory (2nd ed.). (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Refinement and reassessment of the SERVQUAL scale. (1991)Score Norms for Improving Library Service Quality: A LibQUAL+ Study (2002)"Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+ Study (2003)Measurement Invariance: A Foundational Principle for Quantitative Theory Building (2011)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Marketing Research (1970)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Foundations of the American Customer Satisfaction Index (2000)The relationship between service quality and customer satisfaction: the example of CJCU library (2006)The Signaling Role of IT Features in Influencing Trust and Participation in Online Communities (2011)Rise of the Partial Least Squares Structural Equation Modeling: An Application in Banking (2018)The Information Commons: The Academic Library Of The Future (2003)What Students Want: Generation Y and the Changing Function of the Academic Library (2005)The Information Commons Handbook (2006)The Emergent Information Commons: Philosophy, Models, and 21st Century Learning Paradigms (2012)The Impact of Academic Library Resources on Undergraduates’ Degree Completion (2017)Librarian, Faculty, and Student Perceptions of Academic Librarians: Study Introduction and Literature Review (2019)Outline of a Theory of Practice (1977)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Quality: new directions in the research (2002)Improving Library Service Quality to Graduate Students: LibQual+ TM Survey Results in a Practical Setting (2006)Applying GRA and QFD to Improve Library Service Quality (2011)Distinction: A Social Critique of the Judgement of Taste* (2018)Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries. (2001)Usage of academic libraries: the role of service quality, resources, and user characteristics (2004)Work environments and job performance of librarians in the public universities in South -west Nigeria (2013)Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library (2015)Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia (2018)Service quality in academic libraries (1996)A snapshot of information use patterns of academics in British universities (2006)Who Is Not Using the Library? A Comparison of Undergraduate Academic Disciplines and Library Use (2008)Information seeking behaviour of undergraduate students in the humanities in three universities in Nigeria (2010)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)
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References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1990Delivering Quality Service1,326 cited
  • 2003Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system187 cited
  • 2002Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality72 cited
  • 2002Insights into library services and users from qualitative research63 cited
  • 2011User satisfaction with academic libraries services: Academic staff and students perspectives60 cited
  • 2008Reference Librarians at the Reference Desk in a Learning Commons: A Mixed Methods Evaluation57 cited
  • 2002How Different Are They? A Comparison By Academic Area Of Library Use, Priorities, and Information Needs at the University of Washington.55 cited
  • 2012Assessing the Research Needs of Graduate Students at Georgetown University47 cited
  • 2000Reference Evaluation: A Three-Step Approach—Surveys, Unobtrusive Observations, and Focus Groups24 cited
  • 2010Participatory action research in learning commons design planning22 cited
  • 2005Using focus groups to assess student needs16 cited
  • 2005Using Student Focus Groups to Inform Library Planning and Marketing

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14 cited
  • 2011Action Research in the Library: Method, Experiences, and a Significant Case La ricerca-azione in biblioteca: il metodo, le esperienze e un caso significativo8 cited
  • 1990Evaluating Reference: An Introductory Overview of Qualitative Methods7 cited
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