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,1 supported by the Danish National Library Authority, decided to create a cross-library performance measurement and management system in 2000. This plan was inspired by the successful experiences from the European Customer Satisfaction Index (ECSI) pilot project in 1999.2 ECSI as well as the American Customer Satisfaction Index (ACSI)3 is founded on structural modeling, based on validity and operationality requirements.4It was decided...

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