Customer and Employee Views of Quality Attributes of Public Libraries

By David Spacek, Ruzena Lukasova and Svatava Nunvarova.

Published by The Organization Collection

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Article: Print $US10.00
Article: Electronic $US5.00

Based on empirical findings and the development of the service quality concept, service quality is now often believed to be the antecedent of customer satisfaction. The “user-based” approach towards the definition of quality (Schneider and White, 2004) is not only emphasized in the private, but also in the public sector. Accomplishment of such approach in practice requires certain level of accordance between client’s and provider’s understanding of the quality however.

The paper presents the results of the qualitative research, the objective of which was to identify the degree of agreement on perceived quality attributes of employees and clients of public libraries. Quality attributes of librarian services were identified on the basis of individual interviews and views of both groups of respondents were compared. On the basis of the comparison potential risks were specified concerning the efficiency of reaching public libraries’ clients satisfaction.

The research, the partial qualitative results of which are presented, was carried out within the framework of the project of the Czech Science Foundation no. 402/07/1486 “Measurement of Citizens” Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations.

Keywords: Public Services, Public Libraries, Quality Management, Quality Criteria, Change Management

International Journal of Knowledge, Culture and Change Management, Volume 9, Issue 8, pp.33-52. Article: Print (Spiral Bound). Article: Electronic (PDF File; 1.208MB).

David Spacek

Expert Assisstant, Department of Public Economics, Masaryk University, Brno, Czech, Czech Republic

Ruzena Lukasova

Lecturer, Department of Public Economics, Faculty of Economics and Administration, Masaryk University, Brno, Czech, Czech Republic

Svatava Nunvarova

Assisstant, Department of Regional Economics and Administration, Faculty of Economics and Administration, Masaryk University, Brno, Czech, Czech Republic


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