Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system
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TL;DR
A structural equation model is described 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.
Abstract
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. The article reports the results of a survey among users at five Danish libraries with particular attention to the Copenhagen Business School Library.