The aim of this paper is to analyze the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. The results show the characteristics that are relevant for the customer satisfaction of users of this service. This study supplies a significant analysis of qualitative data that can be functional for researchers and for university managers to plan strategic and operative activities in order to improve academic library services.
The Drivers of Customer Satisfaction for Academic Library Services. An Empirical Study on Two Italian University Libraries Using the Kano Model / G., Dominici; Palumbo, Federica; G., Basile. - In: INTERNATIONAL JOURNAL OF CUSTOMER RELATIONSHIP MARKETING AND MANAGEMENT. - ISSN 1947-9247. - ELETTRONICO. - (In corso di stampa).
The Drivers of Customer Satisfaction for Academic Library Services. An Empirical Study on Two Italian University Libraries Using the Kano Model
PALUMBO, FEDERICA;
In corso di stampa
Abstract
The aim of this paper is to analyze the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. The results show the characteristics that are relevant for the customer satisfaction of users of this service. This study supplies a significant analysis of qualitative data that can be functional for researchers and for university managers to plan strategic and operative activities in order to improve academic library services.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
