Abstract
A good library can make significant contributions to library users. These users are likely to return to the library again and again where service is excellent and materials are accessible easily. The research purpose for this paper is to adopt the European Customer Satisfaction Index (ECSI) on a survey performed on library users to measure users’ satisfaction and loyalty factors. A questionnaire is designed to integrate measurement into the library’s management system for visual analysis of what users expect from the library. Results from the survey show that users expect more improvement in the “library environment” and “collections of printed publications” section. Conclusions from the study, we were able to make the following suggestions to satisfy users’ expectations: (1) increase seating areas for readers, (2) increase collections of printed publications and periodicals to meet readers’ demands, and (3) increase the number of duplications on popular literatures.
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© 2004 Springer-Verlag Berlin Heidelberg
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Chen, TS., Chen, RC., Chang, TY. (2004). A Research to Increase Users’ Satisfaction and Loyalty Based on the Customer Satisfaction Index: A Case Study on the National Taichung Institute of Technology’s Library. In: Chen, Z., Chen, H., Miao, Q., Fu, Y., Fox, E., Lim, Ep. (eds) Digital Libraries: International Collaboration and Cross-Fertilization. ICADL 2004. Lecture Notes in Computer Science, vol 3334. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30544-6_66
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DOI: https://doi.org/10.1007/978-3-540-30544-6_66
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-24030-3
Online ISBN: 978-3-540-30544-6
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