Další formáty:
BibTeX
LaTeX
RIS
@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.
|
