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@proceedings{845124, author = {Urbánek, Tomáš and Lukášová, Růžena}, booktitle = {Entscheidungen und Veränderungen in Arbeit, Organisation und Wirtschaft}, keywords = {Citizen satisfaction Public services}, language = {eng}, isbn = {978-3-7089-0448-1}, title = {Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries}, year = {2009} }
TY - CONF ID - 845124 AU - Urbánek, Tomáš - Lukášová, Růžena PY - 2009 TI - Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries SN - 9783708904481 KW - Citizen satisfaction Public services N2 - The aim of the presented research was to identify the criteria of citizen satisfaction with the services of public libraries and to compare them: 1) with the criteria published in professional literature, and 2) with the criteria used for the measurement of user satisfaction with public libraries in the Czech Republic and other countries. By means of qualitative research, carried out using the critical incident technique, the service key characteristics which affect the clients perception of the library services quality were found out. On the basis of the acquired qualitative data a questionnaire was created and quantitative research was carried out with the sample containing 443 respondents. The data were processed using the factor and the regression analyses. ER -
URBÁNEK, Tomáš a Růžena LUKÁŠOVÁ. Criteria for Measurement of Citizen Satisfaction with Public Services: Public Libraries. In \textit{Entscheidungen und Veränderungen in Arbeit, Organisation und Wirtschaft}. 2009. ISBN~978-3-7089-0448-1.
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