Vrednotenje kakovosti uporabniških storitev v visokošolskih knjižnicah
The evaluation of quality of user's services in academic libraries : zadovoljstvo uporabnikov in izpolnitev njihovih pričakovanj

slovenian

2016

volume 60, issue 4

academic libraries   Kano model   LibQUAL+   library services   user satisfaction

Zveza bibliotekarskih društev Slovenije
(Obvezni izvod spletne publikacije)

Purpose: The aim of this paper is to present the satisfaction and expectations of academic library customers in the recent time of pressing needs to change library policies. The need to make a change is coming from new technologies (digitisation and the use of ICT in modern libraries) and from the market-oriented perspective on the role of libraries. The library management is coping with the challenge how to adequately conceptualise and methodologically operationalise the categories of library users or customers, their satisfaction and expectations, etc. Methodology/approach: The paper tries to give a critical overview and content analyses of the main theoretical concepts and methodologies used in the measurement of customer satisfaction and expectations. They originate from market and socio-psychological studies and are accommodated to the requirements of library sciences. Results: Findings based on the meta-analysis of different approaches show that academic and public libraries have changed their attitude towards their users and user services in the last few decades. Increasingly the satisfaction and expectations of customers are given the greatest priority. Research restrictions: The article gives an overview of various theoretical and methodological concepts and methodologies regarding the measurement of satisfaction and expectations of library customers. The article is not based on the empirical research of the practice in Slovenia, which could (hypothetically) show a certain degree of noncompliance with general trends presented in the article. Originality/Contribution: The paper gives the basic overview of theoretical and methodological trends in the study of satisfactions and expectations of modern customersPurpose: The aim of this paper is to present the satisfaction and expectations of academic library customers in the recent time of pressing needs to change library policies. The need to make a change is coming from new technologies (digitisation and the use of ICT in modern libraries) and from the market-oriented perspective on the role of libraries. The library management is coping with the challenge how to adequately conceptualise and methodologically operationalise the categories of library users or customers, their satisfaction and expectations, etc. Methodology/approach: The paper tries to give a critical overview and content analyses of the main theoretical concepts and methodologies used in the measurement of customer satisfaction and expectations. They originate from market and socio-psychological studies and are accommodated to the requirements of library sciences. Results: Findings based on the meta-analysis of different approaches show that academic and public libraries have changed their attitude towards their users and user services in the last few decades. Increasingly the satisfaction and expectations of customers are given the greatest priority. Research restrictions: The article gives an overview of various theoretical and methodological concepts and methodologies regarding the measurement of satisfaction and expectations of library customers. The article is not based on the empirical research of the practice in Slovenia, which could (hypothetically) show a certain degree of noncompliance with general trends presented in the article. Originality/Contribution: The paper gives the basic overview of theoretical and methodological trends in the study of satisfactions and expectations of modern customers of library services. of library services.

07.08.2020