Libraries at University of Nebraska-Lincoln
Feasibility study of implementation of a customer satisfaction monitoring system (CSMS) in the public library from a management perspective
The present study examined the public librarians’ perceptions of the level of readiness for implementation of a customer satisfaction monitoring system (CSMS) in a public library from a management perspective. The researchers adopted a descriptive survey design for the study. The statistical population consisted of all librarians working in the central library of Astan Quds Razavi (285 people) of which 165 people (based on Krejcie-Morgan sample size table) were randomly selected. A researcher-made questionnaire was used to collect information. After electronic distribution and collection of questionnaires (through office automation system) and elimination of incomplete ones, 123 completed questionnaires were statistically analyzed. The findings of this study showed that the respondents enjoy a desirable level of all four managerial dimensions including strategic planning, organizational culture, internal marketing and project management for implementation of CSMS in the library. The present study also makes some recommendations to improve the current conditions based on the findings.