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This study develops a simplified Library Customer Satisfaction Index (LCSI Lite) for public libraries. Using data collected from questionnaires administered at four public libraries in South Korea, structural equation modeling was used to measure the scores. The suggested model was confirmed to have good acceptable fit, and that three dimensions of service quality (library personnel, library resources and user services, and facilities and equipment) influenced loyalty via customer satisfaction. After successful factor analysis and reliability testing, three items for library personnel, four for library resources and user services, two for facilities and equipment, two for customer satisfaction, and two for loyalty were analyzed. Means of each item in service quality were over 3.77, and those in satisfaction and loyalty were over 4.00. Direct and indirect effects of the dimensions of service quality were analyzed, with the effect of satisfaction on loyalty. LCSI Lite scores for the libraries as a whole (73.90 out of 100) and for each library were calculated using suggested formula. Finally, research and managerial implications, some recommendations and suggestions for further research, limitations, and conclusions were presented. [ABSTRACT FROM AUTHOR]

As the gap between decreased budgetary allocation and the need to sustain free and improved quality public library services continues to increase, librarians are expected to think more innovatively about how to bridge this gap while ensuring the notion of free public library services is not compromised. This study aimed to investigate revenue mobilization and the sustainability of free public library services in Ghana. The study adopts a multiple case study approach, exploiting the advantages of the use of a combination of varied data collection techniques using 3 Regional Public libraries in Ghana to enhance representativeness. The data was collected from some major stakeholders, including Head Librarians, library staff and patrons of public libraries using questionnaires and qualitative interview sessions. Purposive and convenience sampling techniques were employed in selecting respondents for the study. Descriptive statistics, inferential statistics and thematic analysis were deployed as analytical tools to examine the data. Based on the findings of the study, the researchers conclude that the challenge is in tracking down the elusive mix of fee-based services that deliver more than they take away. We therefore, admonish that those who still preach against fee-based services on moral grounds accept the reality that seeking alternative funding (beyond government's subventions) to sustain public library services has become a Hobson's choice to most public librarians. Recommendations are also proffered in mitigating the present challenges affecting service delivery in public libraries. [ABSTRACT FROM AUTHOR]

The integration of digital technologies in libraries represents a transformative move in the way information is accessed, disseminated, and preserved. The main purpose of the study is to examine the impact of digital technologies on resources and services of public libraries in Anambra and Imo States, and five specific objectives were formed to guide the study. Survey method was adopted for the study. The population of the study comprises of all the library staff both professional and para-professional staff of Anambra state and Imo state public library board (Headquarters) and there are fifty-eight (58) in number. The entire fifty-eight (58) was used as sample size, census enumeration was adopted. The instrument for data collection for the study was the four point modified likert rating scale. The researcher administered the questionnaires through the help of research assistant. The data collected was analyzed using descriptive statistics for calculating the mean. Mean score above the expected or criterion mean of 2.5 was accepted while those below the value were rejected. Diffusion of Innovations Theory by Everett Rogers (1962), guided the study. The findings of the study revealed that the overall digital awareness, as indicated by the grand mean, is moderate, with a score of approximately 1.82 and that the extent of digital integration in the two public libraries is on low extent. The study recommends that that effort should be made to enhance awareness and access to online cataloging, digital lending, and library websites/apps to improve the overall digital literacy and engagement of library users. This may include conducting targeted outreach and educational programs to inform users about these services and their benefits. The library should consider investing in improving its computer facilities for public use, ensuring that patrons have access to up-to-date and well-maintained computers and internet connectivity. [ABSTRACT FROM AUTHOR]

The purpose of this study was to investigate the status of district-level public libraries in West Bengal, India. The study focused on staff as well as services against the backdrop of collection development policy. It also investigated the problems faced by librarians and suggested measures to overcome these difficulties. The researchers used a mixed-methods approach – quantitative and qualitative methods – to obtain the data. However, the primary means of data collection was a survey method using a structured questionnaire. Additionally, interviews were carried out with librarians in order to bring more subjectivity to the results. The findings suggest that no selection committees have taken place to recruit new staff in different public libraries; hence, libraries have been suffering from a shortage of staff. Due to severe shortage of library staff, book database has not been completed in Libsys library management software in any surveyed library. Public libraries are established to provide a variety of services to their users. Thus, services are the main product of the public library system. The findings reveal that different kinds of services – such as children's, career guidance and community information services – are provided by the surveyed libraries to benefit their user communities. [ABSTRACT FROM AUTHOR]

This study investigates the customers' perceptions on three traditional dimensions of the perceived library service quality (library personnel; library resources and user services; and facilities and equipment), customer satisfaction, and customer loyalty of the public library users. Survey data using simplified questionnaires were analyzed which were collected from 1015 users of public libraries in 2015 and 2019 respectively in South Korea. The results show that they were generally satisfied with public library services and want to visit them again and/or recommend them to others based on the good perceptions on the public library service quality, because the means of each variable on a Likert 5-point scale was fairly high: customer satisfaction 3.85, customer loyalty 4.12, and perceived service quality 3.80 (library personnel 3.80, library resources and user services 3.81, and facilities and equipment 3.79). Each of three dimensions of perceived service quality had statistically significant positive impacts both on customer satisfaction and on the loyalty of the users, and that customer satisfaction had statistically significant positive impacts on customer loyalty. Different groups by gender, age, education, and occupation show the mean differences in customer loyalty. This article suggests research and managerial implications and limitations of the study. [ABSTRACT FROM AUTHOR]

In 2007 the 'More than just equipment' report was released. This identified issues for people with a disability in accessing their public library resources and services via the internet. Library representatives worked through the report and established priority areas to address the issues. One of these was the development of an online resource/directory to provide all Victorian library staff with the tools and information to enable their library service to support the independent use of public libraries by community members with disabilities, along with their families and carers. The result was the Pleased (Public Libraries Enabling Accessible Services Encompassing Disability) website, launched in October 2009. It is a high quality accessible web portal and is a first for public libraries in Australia demonstrating the innovative use of web technology to assist library staff in providing services to users with a disability. Edited version of a paper presented at the Alia Access conference Brisbane 1-3 September 2010. [ABSTRACT FROM AUTHOR]

Baby boomers are epitomised by the phrase ‘wanting it now’. This large group of the population is better educated, more technologically literate, generally wealthier than any previous generation and has high expectations of quality services and products. Just as they have led other social revolutions, baby boomers are expected to revolutionise the meaning of ageing and retirement. They are also renowned for their voracious consumption of information in all media, which means that libraries have good reason to be involved in planning and policy development if their services are to be considered relevant and timely. [ABSTRACT FROM AUTHOR]

Purpose - To highlight the new service model used by Harris County Public Library and point out what has been successful. Design/methodology/approach - Using a libraries new service model, key points are brought out to identify what has been changed, and why these changes are important. Findings - By changing its service model and design approach, Harris County Public Library has been able to maintain staffing levels and use space more efficiently as library use has increased. Originality/value - Uses examples that can benefit other libraries on using space and staffing efficiently. [ABSTRACT FROM AUTHOR]