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...