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Public library assessment in customer perspective: To which customer group should the library listen?

Haruki Nagata (University of Tsukuba, Tsukuba, Japan)
Lisa Klopfer (Eastern Michigan University, Ypsilanti, Michigan, USA)

Library Management

ISSN: 0143-5124

Article publication date: 17 May 2011

1481

Abstract

Purpose

The purpose of this paper is to examine and discuss the basis for management decisions among options expressed by customer groups on the basis of their perception and assessment of library service.

Design/methodology/approach

In 2008, the authors investigated how customers perceive library functions and assessed the actual activities of Echigawa Library (Shiga prefecture, Japan). Two consecutive analyses were conducted: factor analysis and cluster analysis in order to segment the customers into individual groups based on their perception of libraries. Each of the segments of library customers was then examined to ascertain how they appreciate and make use of the Echigawa Library.

Findings

The survey results indicate that in general the customers show a high demand for multiple library services and give a good grade for its services delivery. Four groups of library customers are identified by cluster analysis; however, their demand for service and judgment of the adequacy of service delivery are fairly diverse. Among them, one customer group shows a reasonably positive response to the range of library services and is confirmed to be a yardstick group.

Research limitations/implications

Since library evaluation should provide the criteria for determining management decisions, the question of which groups of customers the library should take into consideration is vital. This question is solved through the detailed investigation of empirical data.

Originality/value

The paper investigates the particular situation of a small library to offer a model that could be used globally for a more subtle and precise approach to the improvement of library service than is usually attempted.

Keywords

Citation

Nagata, H. and Klopfer, L. (2011), "Public library assessment in customer perspective: To which customer group should the library listen?", Library Management, Vol. 32 No. 4/5, pp. 336-345. https://doi.org/10.1108/01435121111132329

Publisher

:

Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

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