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Assessing Service Expectation and Perception of Public Library Users: Towards Development of User Needs and User Satisfaction Measurement Instruments for the National Library Service of Malawi

机译：评估公共图书馆用户的服务期望和感知：致力于发展马拉维国家图书馆服务的用户需求和用户满意度测评工具

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The research sought to develop user needs assessment and user satisfaction measurement instruments for the National Library Service of Malawi. Using focus group sessions and a questionnaire survey the research determined from a sample of users of the National Library Service their expectation and perception of the service/facility provisions of the National Library Service. Some of the findings from the research on services/facilities that act as indicators of library effectiveness to the sampled users are not evident in the literature. On basis of the findings, user needs assessment and user satisfaction measurement instruments have been developed for the National Library Service. The paper gives suggestions on the effective use of the developed instruments. The paper points out that the user needs assessment and user satisfaction measurement instruments can positively act as management tools that can assist the National Library Service in decision making, long term planning, budgeting, employee training and development in addition to being a mechanism for continually enhancing and improving the relationship between the National Library Service and its users.
机译：该研究旨在为马拉维国家图书馆服务局开发用户需求评估和用户满意度评估工具。使用焦点小组会议和问卷调查，从国家图书馆服务用户样本中确定了他们对国家图书馆服务服务/设施规定的期望和看法的研究。关于服务/设施的研究发现的某些发现，这些发现可以作为样本用户对图书馆有效性的指示，在文献中并不明显。根据调查结果，为国家图书馆局开发了用户需求评估和用户满意度衡量工具。本文对有效利用已开发的仪器提出了建议。该文件指出，用户需求评估和用户满意度测量工具可以积极地充当管理工具，不仅可以作为一种持续增强机制，还可以协助国家图书馆服务部门进行决策，长期计划，预算编制，员工培训和发展并改善国家图书馆服务与其用户之间的关系。

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