A Study on the User Satisfaction and Loyalty of University Library Users

The research purpose for this paper is adopt the European Customer Satisfaction Index(ECSI) on a survey performed on library users to measure users` satisfaction and loyalty factors. A questionnaire is designed to integrate measurement into the library`s management system for visual analysis of what users expect from library. Results from the survey show that users expect more improvement in the library environment and collection of printed publications section. Conclusion from the survey. we were able to make the following suggestions to satisfy user expectations: (1) improve library environment (2) increase collections of printed publications and periodical to meet readers` demands (3) offer more fiendly and helpful user service.

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