Let users judge the quality of faculty library services

Boris Snoj · Zdenka Petermanec

32 citations0/0 files storedGlobal Knowledge, Memory and Communication

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Library Science and Information Literacy Customer Service Quality and Loyalty Web and Library Services

Abstract

The introduction stresses the role of the library in the environment and the importance of marketing thinking in the management practice of libraries. The main characteristics of library services as well as the importance and the definition of the perceived quality of services are dealt with. Reveals the current situation concerning research into service quality in libraries, and focuses on the structure of importance and the level of the service quality components in the library at the Faculty of Economics and Business at the University of Maribor, Slovenia. Discusses the reasons for the project and its goals, analyzes the results and submits proposals for the improvement of the overall service quality in libraries.

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References

2010Satisfaction: a behavioral perspective on the consumer 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden 2010The Service Profit Chain 2000The determinants of perceived service quality and its relationship with satisfaction 1996Service quality in academic libraries

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2008Integrating the Kano model, AHP and planning matrix 2008Perceived service quality, perceived value and recommendation 2008Avaliação da qualidade de serviços de uma biblioteca universitária: um estudo de caso utilizando o modelo Servqual 2011A library management response model against the economic crisis 2018Archival Access and Public Programming 2009User perceptions of service quality and the level of user satisfaction at the Mangosuthu University of technology library, Umlazi, Durban.2017Conceptualizing User Satisfaction toward a Library Quality at Malaysia Nuclear Agency Library

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