User satisfaction survey in the Faculty of Humanities and Social Sciences Library – do we manage to deliver?

Kornelija Petr Balog, Gordana Gašo


DOI: http://dx.doi.org/10.15291/libellarium.v9i1.243

Abstract


Faculty of Humanities and Social Sciences Library in Osijek has demonstrated through its activities and emphasized in its strategic documents that it is focused on the continuous improvement of its quality. In connection with this focus, the library has decided to conduct a regular triennial user satisfaction survey. This paper presents the comparative results of the two user satisfaction surveys conducted in the academic years 2009/2010 and 2012/2013. The results show to what degree the library manages to maintain the level of user satisfaction.

Keywords


Faculty of Humanities and Social Sciences; user satisfaction survey; performance quality; academic libraries

References


Andaleeb, S. S. i P. L. Simmonds. 1998. "Explaining user satisfaction with academic libraries: strategic implications." College & Research Libraries 59, 2: 156 − 167. https://doi.org/10.5860/crl.59.2.156

AZVO. 2016. Agencija za znanost i visoko obrazovanje. https://www.azvo.hr/hr/ kvalitete (pristupljeno 28.4.2016)

Bitner, M. J. i A. R. Hubbert. 1994. "Encounter satisfaction versus overall satisfaction versus quality: the customer's voice." U: R. T. Rust i R. L. Oliver, ur. Service quality: new directions in theory and practice, 72-94. Thousand Oaks, CA: Sage.

Borgman, C. L. 2003. "The invisible library: paradox of the global informaton infrastructure." Library Trends 51, 4: 652 − 674.

Carr, C. 1990. Front-line customer service: 15 keys to customer satisfaction. New York: Wiley.

Dugan, R., P. Hernon i D. A. Nitecki. 2009. Viewing library metrics from different perspectives. Santa Barbara: ABC-CLIO.

Dukić, G., S. Hasenay i S. Mokriš Marendić. 2009. "Analiza zadovoljstva korisnika/studenata u knjižnicama Prehrambeno-tehnološkog i Pravnog fakulteta te u Gradskoj i sveučilišnoj knjižnici Osijek." Vjesnik bibliotekara Hrvatske 52, 1 − 4: 172 − 187.

Filozofski fakultet. 2010. Osijek: Filozofski fakultet Sveučilišta.

Filozofski fakultet Osijek. 2016. Studijski programi. http://www.ffos.unios.hr/studijski-programi (pristupljeno 29.9.2016).

Hernon, P. i E. Altman. 1996. Service quality in academic libraries. Norwood, NJ: Ablex.

Hernon, P. i E. Altman. 1998. Assessing service quality. Chicago; London: ALA.

Hernon, P. i J. R. Whitman. 2001. Delivering satisfaction and service quality: a customer-based approach for libraries. Chicago; London: American Library Association.

Hernon, P., D. A. Nitecki i E. Altman. 1999. "Service quality and customer satisfaction: an assessment and future directions." The Journal of Academic Librarianship 25, 1: 9 − 17. https://doi.org/10.1016/S0099-1333(99)80170-0

Hiller, S. 2001. "Assessing user needs, satisfaction, and library performance at the University of Washington libraries." Library Trends 49, 4:, 605 − 625.

Iacobucci, D., A. Ostrom i K. Grayson. 1995. "Distinguishing service quality and customer satisfaction: the voice of the consumer." Journal of Consumer Psychology 4, 3: 277-303. https://doi.org/10.1207/s15327663jcp0403_04

Kiran, K. i S. Diljit. 2011. "Antecedents of customer loyalty: Does service quality suffice?" Malayesian Journal of Library and Information Science 16, 2: 95 − 113.

Knežević, B. 2014. Istraživanje zadovoljstva korisnika knjižnice Prehrambeno-tehnološkog fakulteta u Osijeku: diplomski rad. Osijek: Filozofski fakultet.

Ljetopis : Sveučilište Josipa Jurja Strossmayera u Osijeku, Pedagoški fakultet. 2000. Urednici Ana Pintarić, Janja Horvatić. Osijek: Pedagoški fakultet.

Maughan, P. D. 1999. "Library resources and services: a cross-disciplinary survey of faculty and graduate student use and satisfaction." The Journal of Academic Librarianship 25, 5: 354 − 366. https://doi.org/10.1016/S0099-1333(99)80054-8

Parasuraman, A., V. A. Zeithaml i L. L. Berry. 1985. "A conceptual model of service quality and its implications for further research." Journal of Marketing 49: 41 − 50. https://doi.org/10.2307/1251430

Pavlinić, S. i J. Horvat. 1998. "Istraživanje potreba korisnika Gradske i sveučilišne knjižnice Osijek." Vjesnik bibliotekara Hrvatske 41, 1 − 4: 41 − 60

Perkins, G. H. i H. Yuan. 2001. "A comparison of web-based and paper-and-pencil library satisfaction survey results." College and Research Libraries 62, 4: 369 − 377. https://doi.org/10.5860/crl.62.4.369

Petr Balog, K. i B. Plašćak. 2012. "Customer satisfaction at the Faculty of Philosophy Library in Osijek, Croatia." Performance Measurement and Metrics 13, 2: 74 − 91. https://doi.org/10.1108/14678041211241305

Petr, K. 2000. "Uspješnost poslovanja Knjižnice Pedagoškog fakulteta u Osijeku : zadovoljstvo korisnika Knjižnicom i njezinim uslugama." Vjesnik bibliotekara Hrvatske 43, 4:

Petr, K. 2001. "Academic library user survey: Faculty of Education library in Osijek." Knjižnica 45, 4: 67 − 82.

Plašćak, B. i Petr Balog, K. 2011. "Per aspera ad astra: trnovit put jedne fakultetske knjižnice prema kvaliteti." Vjesnik bibliotekara Hrvatske 54, 1/2: 67 − 92.

Pravilnik o radu Knjižnice Filozofskog fakulteta u Osijeku. 2014. http://web.ffos.hr/knjiznica/?id=2 (pristupljeno 28.4.2016)

Takeuchi, H. i J. Quelch. 1983. "Quality is more than making a good product." Harvard Business Review 61: 139-145. https://hbr.org/1983/07/quality-is-more-than-making-a-good-product (pristupljeno 28.4.2016.)

Zeithaml, V. A, M. J. Bittner i D. D. Gremler. Service marketing: integrating customer focus across the firm. Boston, MA : McGrawHill, 2006.




DOI: http://dx.doi.org/10.15291/libellarium.v9i1.243

Article Metrics

Metrics Loading ...

Metrics powered by PLOS ALM

Refbacks

  • There are currently no refbacks.
X




Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Libellarium (Online). ISSN 1846-9213 © 2008

ERIH PLUS
doaj.png



Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.