Improving library users’ perceived quality - an integrated measurement and management system

This article describes the development and application of a structural equation model which allows librarians to quantitatively measure library users’ perceived quality, satisfaction and loyalty with a library as well as the degree to which specific elements of a library’s services, collections and environment contribute to those perceptions.
  

Improving library users' perceived quality, satisfaction and loyalty: an integrated measurement and management system

Anne Martensen and Lars GrønholdtCopenhagen Business School

Five innovative Danish libraries,1supported by the Danish...