Assessment of Library Users’ Satisfaction as a Reserve for Improving Service Efficiency

The possibilities of practical application of methods for assessing the satisfaction of library users in developed countries committed to the development of customer-centered economy are shown. The study of user satisfaction is a key element of strategic library management. It allows to adjust the range of services, to make changes in the acquisition policy, to shift priorities in advertising library services, to personalize library and bibliographic services. A comparative analysis of domestic and some foreign publications is presented with the identification of methods used in libraries of different countries. Customer focus of any service, including personalization of library service, should be based on a data-centered approach to management, so a detailed analysis of the links in the system “library” is necessary for librarians to make informed decisions. The subject of the study was to investigate practical methods of assessing user satisfaction with library services in developed countries. This material is of interest to those libraries that strive for personalized service to their users and proactive satisfaction of their information needs. The following methods were applied: content analysis of documents to characterize the degree of study of the issue and use in the activities of libraries; comparative analysis to identify the effectiveness of the analyzed services in library and information activities.

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