Public library assessment in customer perspective

Abstract

Abstract Purpose – The purpose of this paper is to examine and discuss the basis for management decisions among options expressed by customer groups on the basis of their perception and assessment of library service. Design/methodology/approach – In 2008, the authors investigated how customers perceive library functions and assessed the actual activities of Echigawa Library (Shiga prefecture, Japan). Two consecutive analyses were conducted: factor analysis and cluster analysis in order to segment the customers into individual groups based on their perception of libraries. Each of the segments of library customers was then examined to ascertain how they appreciate and make use of the Echigawa Library. Findings – The survey results indicate that in general the customers show a high demand for multiple library services and give a good grade for its services delivery. Four groups of library customers are identified by cluster analysis; however, their demand for service and judgment of the adequacy of service delivery are fairly diverse. Among them, one customer group shows a reasonably positive response to the range of library services and is confirmed to be a yardstick group. Research limitations/implications – Since library evaluation should provide the criteria for determining management decisions, the question of which groups of customers the library should take into consideration is vital. This question is solved through the detailed investigation of empirical data. Originality/value – The paper investigates the particular situation of a small library to offer a model that could be used globally for a more subtle and precise approach to the improvement of library service than is usually attempted.

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