Naslov
Customer satisfaction at the Faculty of Philosophy Library in Osijek, Croatia

Autori
Petr Balog, Kornelija ; Plašćak, Bernardica

Izvornik
Performance Measurement and Metrics (1467-8047) 13 (2012), 2; 67-92

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
library satisfaction survey; academic library; Faculty of Philosophy in Osijek; Croatia

Sažetak
Purpose: This paper presents the findings of the customer satisfaction survey of the Faculty of Philosophy in Osijek Library. The purpose of the survey was to determine the level of satisfaction among two customer groups: students and faculty. Methodology/approach: Five-page satisfaction questionnaire. Findings: This paper presents the findings of the first customer satisfaction survey of the Faculty of Philosophy in Osijek Library. The satisfaction data are collected as a part of a wider library evaluation program and present the first step in future continuous measurement of customers’ expectations and their satisfaction. Research limitations/implications: The structure and the size of the sample do not secure the representativeness. Among the student population, the paper was distributed only to those who visited library, which, in a way, reduces the validity of the sample (those who are dissatisfied with library services may avoid the library). Among the faculty, the survey was distributed via e-mail, but some faculty members do not check their e-mail accounts regularly (or not at all). Originality/value: This is the first measurement of customer satisfaction for Faculty of Philosophy in Osijek Library. Furthermore, there are only a few similar papers that report on research in Croatian libraries in international literature.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti

POVEZANOST RADA