Od zadovoljnega k uspešnemu uporabniku knjižnicAndrej Pinter
, 2004, izvirni znanstveni članek
Opis: This paper deals with a specific segment of libraries' activities which has been much exposed recently - the user. For the library of today, opinions of its users are no longer a curiosity; they are an important aspect of its research activities and also of its administrative practices. The purpose of this paper is thus twofold: to outline a broader framework of library users research and to discuss selected dilemmas that commonly arise in this framework. As users research has become a prominent activity in the international arena and has also established itself in Slovenia, the paper comments on most popular measurement instruments for library users research (SERVQUAL, LibQUAL+) and also on the ways of defining key dimensions of users'perceptions of the library service. Special attention is placed on a systematic distinction between the concept of library service quality and users' satisfaction. This is an important conceptual dilemma which also affects research methodology. The concluding part of the paper presents and empirical analysis of the relation between the selected dimensions of users' satisfaction and their success in searching for desired library materials. This problem is conceptually extracted from contemporary debates about the results of users' research, whereas in practical terms it derives from the context of one of the public libraries in Ljubljana.
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Povzetek najdenega: ...knjižnice, bibliotekarstvo, uporabniki, metodologija, mnenjske raziskave, ...
Ključne besede: knjižnice, bibliotekarstvo, uporabniki, metodologija, mnenjske raziskave
Objavljeno: 10.07.2015; Ogledov: 794; Prenosov: 25
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