Improving library users' perceived quality, satisfaction and loyalty: An integrated measurement and management system

被引：81

作者：

Martensen, A

Gremholdt, L

机构：

[1] Copenhagen Business Sch, Dept Mkt, DK-2000 Frederiksberg, Denmark

[2] Copenhagen Business Sch, Dept Mkt, DK-2000 Frederiksberg, Denmark

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 2003年 / 29卷 / 03期

关键词：

D O I：

10.1016/S0099-1333(03)00020-X

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

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.

引用

页码：140 / 147

页数：8

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