Customer satisfaction and the strategic role of university libraries

Ulla Hakala · Ulla Nygrén

25 citations0/0 files storedInternational Journal of Consumer Studies

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Library Science and Information Literacy Library Science and Information Web and Library Services

Abstract

Abstract The paper stresses the importance of listening to customers at university libraries and the need to move from a library‐based view to a customer‐based view. Largely on account of their public nature, academic libraries in Finland – where the study was conducted – have until recently, based their operations and development mainly on conventional procedures and library‐based perspectives. However, in order to better serve their own clientele, as well as their parent organizations, they need to listen to the voices of their customers, the library users. One way of ‘listening’ is through a customer survey, in this case LibQUAL – a survey instrument developed in the US for libraries. It collects data on the quality of the services, thus enabling libraries to identify areas in which service levels should be improved.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1999Strategy safari: a guided tour through the wilds of strategic management 2011Service Management and Marketing 1984Services Marketing: People, Technology, Strategy 2007Service Management and Marketing: Customer Management in Service Competition 1999Strategy Safari: A Guided Tour through The Wilds of Strategic Management 2004Services Marketing: People, Technology, Strategy

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2015A Fuzzy Linguistic Extended LibQUAL+ Model to Assess Service Quality in Academic Libraries 2015Perception of library service quality, satisfaction and frequency of use of library resources 2020Understanding Library Users via Surveys and Other Methods—Best Practices for Evidence-Based Library Development 2015Study Spaces and Environments: Recognizing the Needs of Students in Africa 2012New challenges for the quality of librarian services delivery in Portugal 2015Key library service dimensions for serving the needs of higher education students in Namibia

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