Publication details

Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries

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Year of publication 2009
Type Conference abstract
MU Faculty or unit

Faculty of Arts

Description The aim of the presented research was to identify the criteria of citizen satisfaction with the services of public libraries and to compare them: 1) with the criteria published in professional literature, and 2) with the criteria used for the measurement of user satisfaction with public libraries in the Czech Republic and other countries. By means of qualitative research, carried out using the critical incident technique, the service key characteristics which affect the clients perception of the library services quality were found out. On the basis of the acquired qualitative data a questionnaire was created and quantitative research was carried out with the sample containing 443 respondents. The data were processed using the factor and the regression analyses.
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