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The National and University Library in Zagreb services evaluation from the users’ perspective
Ljiljana Aleksić
orcid.org/0000-0002-5453-7730
; Knjižnice grada Zagreba, Zagreb, Hrvatska
Dunja Seiter-Šverko
; Nacionalna i sveučilišna knjižnica, Zagreb, Hrvatska
Abstract
A complex survey of evaluating library services of the National and University Library in Zagreb was conducted as a joint project of the Institute of Business Economics and Trade, portal www.istraživanje.hr, and the National and University Library in Zagreb. The full version of this project includes the research conducted on the library users, the employees (their satisfaction/ dissatisfaction with the library, organizational aspects and internal communication), and on general public in order to evaluate library services and the image the Library has in the city of Zagreb. This is the first comprehensive research of this kind in the region. The survey results are intended to serve as a starting point for assessing the achieved goals and redefining the strategic development plan of the National and University Library in Zagreb. The paper presents the results of the evaluation from the library users’ perspective. The goal of this research project is to gather information from the current and potential users on the actual and desired use of various library services, evaluation of library departments, as well as their suggestions, comments and tips for possible changes and improvements. Evaluation of library services is the most objective way for library managers and financiers to gain insight into the organization, operations and management of the library since it presents relevant data on business performance. Evaluation requires a thorough preparation and readiness of the library management team to incorporate the results in the future plans and management. Monitoring and evaluating of the performance of particular library services and departments are necessary for the preparation of financial and annual reports, as well as developing the Strategic Library Plan
Keywords
National and University Library in Zagreb; library users research; performance indicators; user satisfaction; service quality; research methods
Hrčak ID:
142303
URI
Publication date:
24.5.2015.
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