Library services from the patrons' point of view

Kovačević, Jasna and Vrana, Radovan. (2015). Library services from the patrons' point of view. Vjesnik bibliotekara Hrvatske, 58(1-2). pp. 136-160. ISSN 0507-1925

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Abstract

Investigating user satisfaction in libraries is one the most important tasks in library management. The results acquired from this type of research can be applied in planning and development of library collections, services, and products. The foundations of user satisfaction research have been set in 1980s when libraries asked themselves how well they meet the expectations of their users. During that period, a number of library service evaluation models were established presenting different categories or dimensions for evaluation of library services. The most well-known evaluation model of that time is SERVQUAL. Based on this model of library services evaluation, a user research study was initiated in the Public Library Bogdan Ogrizović, which is a branch of The Zagreb City Libraries, about user perception of library services. This paper presents the results of that research. The results have shown that the frequency of the users’ visits to the library is very high (almost two thirds had visited the library within the period of two weeks); the users usually find information about library activities on the internet or by word of mouth, as well as in traditional printed and electronic media. The results of the research also indicate that users use all sorts of library services, from the traditional book lending to active participation in various educational and cultural activities, cooperation with other library users, etc. The participants were asked to numerically evaluate a number of selected library aspects such as quality of the library equipment, quality of the library facilities, quality of the library holdings, and ease of finding information about the library on the internet. All these aspects were given high grades by the research participants. The participants were also asked to evaluate the library staff and the results suggest that they recognized and graded highly many positive characteristics of the library staff. Finally, the participants were given an opportunity to suggest improvements in the library work. Generally, the research results have shown that the participants have successfully recognized the main positive aspects of the Bogdan Ogrizović library, the ones that make this library distinguishable among other libraries in Zagreb.

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