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...
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.
