| VRSTA GRADIVA | analitična raven (sestavni del), tekstovno gradivo, tiskano, 1.02 - pregledni znanstveni članek |
| DRŽAVA IZIDA | Slovenija |
| LETO IZIDA | 2016 |
| JEZIK BESEDILA/IZVIRNIKA | slovenski |
| PISAVA | latinica |
| DELO IMA | ilustracije |
| AVTOR | Mali, Miha - avtor |
| NASLOV | Vrednotenje kakovosti uporabniških storitev v visokošolskih knjižnicah = ǂThe ǂevaluation of quality of userʼs services in academic libraries : zadovoljstvo uporabnikov in izpolnitev njihovih pričakovanj |
| V PUBLIKACIJI | Knjižnica. - ISSN 0023-2424. - 60, ǂ[št.] ǂ4(feb. 2017 [i. e. dec. 2016]), str. 149-175. |
| KRATKA VSEBINA | Namen: Prispevek obravnava zadovoljstvo uporabnikov storitev visokošolskih knjižnic, in sicer predvsem z vidika današnjih hitrih sprememb, ki se dogajajo na področju informatizacije in digitalizacije knjižnic, in z vidika vedno večjih zahtev po učinkovitosti in uspešnosti vseh javnih (ne samo visokošolskih) knjižnic. Spremembe silijo vodstva knjižnic k bolj analitičnemu spremljanju zadovoljstva uporabnikov. Zadovoljstvo uporabnikov je posledica izpolnitve njihovih pričakovanj. Z namenom spremljati zadovoljstvo uporabnikov knjižničnih storitev so strokovnjaki razvili različna kvantitativna in kvalitativna orodja (npr. LibQUAL+, LibSat), ki so prilagojena specifikam knjižnic. Metodologija/pristop: Namen prispevka je podati kritični pregled ključnih teoretičnih konceptov in metod, ki se uporabljajo za analizo potreb uporabnikov knjižničnih storitev, in ki so se v bibliotekarski stroki razvili pod vplivom tržno-marketinških raziskav in socialne psihologije. Rezultati: Na temelju meta analize različnih pristopov ugotavljanja potreb uporabnikov knjižničnih storitev je avtor prišel do zaključka, da visokošolske oziroma javne knjižnice nasploh v zadnjem času odločilno spreminjajo odnos do svojih uporabnikov. Čedalje večjo težo namreč dobiva zadovoljstvo uporabnikov. Omejitev raziskave: Avtor se omejuje na splošno predstavitev koncepta ʺzadovoljstvoʺ, ki vključuje tudi uporabnikovo ʺpričakovanjeʺ. Ne izhaja iz lastne empirične raziskave situacije v Sloveniji, ki bi glede na družbeno-zgodovinske okoliščine morda razkrila določene specifike, kar zadeva odnos knjižnic do njihovih uporabnikov. Izvirnost/uporabnost: Prispevek ponuja pregled osnovnih teoretskih in metodoloških trendov razvoja spremljanja pričakovanj in zadovoljstva uporabnikov knjižničnih storitev. // Purpose: The aim of this paper is to present the satisfaction and expectations of academic library customers in the recent time of pressing needs to change library policies. The need to make a change is coming from new technologies (digitisation and the use of ICT in modern libraries) and from the market-oriented perspective on the role of libraries. The library management is coping with the challenge how to adequately conceptualise and methodologically operationalise the categories of library users or customers, their satisfaction and expectations, etc. Methodology/approach: The paper tries to give a criticaloverview and content analyses of the main theoretical concepts and methodologies used in the measurement of customer satisfaction and expectations. They originate from market and socio-psychological studies and are accommodated to the requirements of library sciences. Results: Findings based on the meta-analysis of different approaches show that academic and public libraries have changed their attitude towards their users and user services in the last few decades. Increasingly the satisfaction and expectations of customers are given the greatest priority.Research restrictions: The article gives an overview of various theoreticaland methodological concepts and methodologies regarding the measurement of satisfaction and expectations of library customers. The article is not based on the empirical research of the practice in Slovenia, which could (hypothetically) show a certain degree of noncompliance with general trendspresented in the article. Originality/Contribution: The paper gives the basic overview of theoretical and methodological trends in the study of satisfactions and expectations of modern customersPurpose: The aim of this paper is to present the satisfaction and expectations of academic library customers in the recent time of pressing needs to change library policies. The need to make a change is coming from new technologies (digitisation andthe use of ICT in modern libraries) and from the market-oriented perspective on the role of libraries. The library management is coping withthe challenge how to adequately conceptualise and methodologically operationalise the categories of library users or customers, their satisfaction and expectations, etc. Methodology/approach: The paper tries to give a critical overview and content analyses of the main theoretical concepts and methodologies used in the measurement of customer satisfactionand expectations. They originate from market and socio-psychological studies and are accommodated to the requirements of library sciences. Results: Findings based on the meta-analysis of different approaches show that academic and public libraries have changed their attitude towards their users and user services in the last few decades. Increasingly the satisfaction and expectations of customers are given the greatest priority.Research restrictions: The article gives an overview of various theoreticaland methodological concepts and methodologies regarding the measurement of satisfaction and expectations of library customers. The article is not based on the empirical research of the practice in Slovenia, which could (hypothetically) show a certain degree of noncompliance with general trendspresented in the article. Originality/Contribution: The paper gives the basic overview of theoretical and methodological trends in the study of satisfactions and expectations of modern customers of library services. of library services. |
| OPOMBE | Besedilo v slov. // Bibliografija: str. 173-175 // Izvleček ; Abstract |
| ELEKTRONLOKACIJA/DOSTOP | Dostopno tudi na: http://knjiznica.zbds-zveza.si/index.php/knjiznica/article/view/622 |
| PREDMETNE OZNAKE | Visokošolske knjižnice |
| PREDMETNE OZNAKE | // knjižnične storitve // zadovoljstvo uporabnikov // Kanov model // academic libraries // library services // user satisfaction // Kano model // LibQUAL+ |