Istraživanje zadovoljstva korisnika Gradske knjižnice Marka Marulića Split

master's thesis

• Title (english): User satisfaction study at Marko Marulic City Library in Split
• Author: Marija Gabrijela Perić
• Mentor: Tomislav Ivanjko (mentor)
• Committee member: Ivana Hebrang Grgić (predsjednik povjerenstva)
• Committee member: Monika Batur (član povjerenstva)
• Committee member: Tomislav Ivanjko (član povjerenstva)
• Granter: University of Zagreb; Faculty of Humanities and Social Sciences; (Department of information and Communication sciences); Zagreb
• Defense date and country: 2024-05-07, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Information and Communication Sciences; Library Science

Abstract

Kako bi ostale relevantna čvorišta intelektualnog, kulturnog i obrazovnog života, narodne knjižnice trebaju biti spremne na prilagodbu kako bi zadovoljile promjenjive potrebe svojih korisnika. Provođenje anketa o zadovoljstvu korisnika pomaže knjižnicama da budu usmjerene prema svojim korisnicima, pružajući im usluge koje najbolje odgovaraju njihovim potrebama i željama. Ovaj rad se sastoji od teorijskog i istraživačkog dijela. Teorijski dio daje opis uloge i poslanja narodnih knjižnica kao i pregled knjižničnih usluga i programa. Rad se također dotiče važnosti marketinga knjižničnih usluga, ali i važnosti vrednovanja poslovanja narodnih knjižnica. Istraživački dio rada analizira zadovoljstvo korisnika Gradske knjižnice Marka Marulića Split, najveće i najposjećenije knjižnice u Splitsko-dalmatinskoj županiji. Podaci su prikupljeni putem online ankete na uzorku od 88 korisnika. Rezultati istraživanja daju praktične smjernice za poboljšanje kvalitete knjižničnih usluga s ciljem unaprjeđenja korisničkog zadovoljstva i iskustva.

Abstract (english)

To remain relevant as hubs of intellectual, cultural, and educational life, public libraries should be ready to adapt to meet the changing needs of their patrons. Conducting user satisfaction surveys among patrons helps libraries to be user-oriented, providing services that best suit their needs and desires. This work consists of a theoretical and research part. The theoretical part describes the role and mission of public libraries, as well as an overview of library services and programs. The paper also touches on the importance of marketing library services and assessing the performance of public libraries. The study presented in this paper analyses user satisfaction at Marko Marulić City Library in Split, the largest and most visited library in Split-Dalmatia County. Data were collected through an online survey of a sample of 88 users. The research results provide practical guidelines for improving the quality of library services to enhance user satisfaction and experience.

• Keywords: korisnici; narodne knjižnice; zadovoljstvo korisnika; vrednovanje poslovanja; Gradska knjižnica Marka Marulića Split; knjižnične usluge
• Keywords (english): patrons; public libraries; user satisfaction; library assessment; Marko Marulić City Library Split; library services
• Language: croatian
• URN:NBN: urn:nbn:hr:131:920398
• Study programme: Title: Information Sciences; specializations in: Archivistics Study, Library Science, Information Sciences (research), Information Sciences (teaching), Museology and heritage management, Informatology; Course: Library Science; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra bibliotekarstva (magistar/magistra bibliotekarstva)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-05-11 16:37:56