Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14210%2F09%3A00029472" target="_blank" >RIV/00216224:14210/09:00029472 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries
Original language 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 measurementof 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 libraryservices 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 regressionanalyses.
Czech name
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Czech description
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Classification
Type
O - Miscellaneous
CEP classification
AN - Psychology
OECD FORD branch
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Result continuities
Project
<a href="/en/project/GA402%2F07%2F1486" target="_blank" >GA402/07/1486: Measurement of Citizens' Satisfaction with Public Sector Services as Integral Part of Quality Management in Public Sector Organizations</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)
Others
Publication year
2009
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů