Customer satisfaction at the Faculty of Philosophy Library in Osijek, Croatia

Abstract

Purpose

The purpose of this paper is to present the findings of the customer satisfaction survey of the Faculty of Philosophy in Osijek Library. The purpose of the survey was to determine the level of satisfaction among two customer groups: students and faculty.

Design/methodology/approach

The methodology utilised was a five‐page satisfaction questionnaire.

Findings

This paper presents the findings of the first customer satisfaction survey of the Faculty of Philosophy in Osijek Library. The satisfaction data are collected as a part of a wider library evaluation program and present the first step in future continuous measurement of customers’ expectations and their satisfaction.

Research limitations/implications

The structure and the size of the sample do not secure the representativeness. Among the student population, the paper was distributed only to those who visited the library, which, in a way, reduces the validity of the sample (those who are dissatisfied with library services may avoid the library). Among the faculty, the survey was distributed via e‐mail, but some faculty members do not check their e‐mail accounts regularly (or not at all).

Originality/value

This is the first measurement of customer satisfaction for the Faculty of Philosophy in Osijek Library. Furthermore, there are only a few similar papers that report on research in Croatian libraries in international literature.

Citation

Petr Balog, K. and Plašćak, B. (2012), "Customer satisfaction at the Faculty of Philosophy Library in Osijek, Croatia", Performance Measurement and Metrics, Vol. 13 No. 2, pp. 74-91. https://doi.org/10.1108/14678041211241305