Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries

Popis výsledku anglicky

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.

Druh

O - Ostatní výsledky

CEP obor

AN - Psychologie

OECD FORD obor

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Projekt

<a href="/cs/project/GA402%2F07%2F1486" target="_blank" >GA402/07/1486: Měření spokojenosti občanů s veřejnými službami jako součást řízení kvality v organizacích veřejného sektoru</a><br>

Návaznosti

P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Rok uplatnění

2009

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů