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...

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