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Journal: Zbornik Veleučilišta u Rijeci - Journal of the Polytechnic of Rijeka (Vol.9, No. 1)

Publication Date:

Authors : ; ;

Page : 97-117

Keywords : customer satisfaction; library service quality; evaluation of library services; academic library; quantitative analysis;

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Evaluation of library services is the most objective way to determine library's organisation and performance. The purpose of this research was to examine customer satisfaction with library services. Primary data was gathered in Library of Polytechnic of Rijeka. Data was gathered using questionnaire that consisted of six parts: library services importance, customer satisfaction with particular library service, working conditions in library, overall customer satisfaction with library, behavioural intentions of library customers, and respondents' profile. Sample consists of graduate and postgraduate students. Data was gathered from January to November 2020. Data was analysed using descriptive statistics, t-test, and regression analysis. Descriptive analysis results showed importance of library staff, that has important role as the main source of information regarding the library services. The most important library service is finding the literature. Overall customer satisfaction's average score was 4,55, implying high level of customer satisfaction with the library. T-test results indicated that library customers who study at different study levels have significantly different customer satisfaction levels with particular library services. On the other hand, both groups of respondents have similar perceptions regarding overall customer satisfaction. In addition, customer satisfaction with particular services have significant effect on overall customer satisfaction with library services. Similarly, overall customer satisfaction significantly impacted the behavioural intentions of library customers. Present research contributed to a better understanding of library services perceptions, thus showing variety of suggestions for increasing library performance and working conditions. These should meet customers' needs, aiming to enhance customer satisfaction level and to achieve positive behavioural intentions of library customers.

Last modified: 2021-05-24 17:21:52