{"?xml":{"@version":"1.0"},"edm:RDF":{"@xmlns:dc":"http://purl.org/dc/elements/1.1/","@xmlns:edm":"http://www.europeana.eu/schemas/edm/","@xmlns:wgs84_pos":"http://www.w3.org/2003/01/geo/wgs84_pos","@xmlns:foaf":"http://xmlns.com/foaf/0.1/","@xmlns:rdaGr2":"http://rdvocab.info/ElementsGr2","@xmlns:oai":"http://www.openarchives.org/OAI/2.0/","@xmlns:owl":"http://www.w3.org/2002/07/owl#","@xmlns:rdf":"http://www.w3.org/1999/02/22-rdf-syntax-ns#","@xmlns:ore":"http://www.openarchives.org/ore/terms/","@xmlns:skos":"http://www.w3.org/2004/02/skos/core#","@xmlns:dcterms":"http://purl.org/dc/terms/","edm:WebResource":[{"@rdf:about":"http://www.dlib.si/stream/URN:NBN:SI:doc-1Q3P1DJZ/b09eb748-28e2-48ea-b3d8-e5c11730054f/PDF","dcterms:extent":"343 KB"},{"@rdf:about":"http://www.dlib.si/stream/URN:NBN:SI:doc-1Q3P1DJZ/c244cf31-64cb-48f5-bf0e-9e5a50c66bfb/TEXT","dcterms:extent":"67 KB"},{"@rdf:about":"http://www.dlib.si/stream/URN:NBN:SI:doc-1Q3P1DJZ/ea73c892-a656-4496-a41d-eba2bd001e28/WEB","dcterms:extent":"0 KB"}],"edm:TimeSpan":{"@rdf:about":"1957-2025","edm:begin":{"@xml:lang":"en","#text":"1957"},"edm:end":{"@xml:lang":"en","#text":"2025"}},"edm:ProvidedCHO":{"@rdf:about":"URN:NBN:SI:doc-1Q3P1DJZ","dcterms:isPartOf":[{"@rdf:resource":"https://www.dlib.si/details/URN:NBN:SI:spr-L1LNKFLF"},{"@xml:lang":"sl","#text":"Knjižnica"}],"dcterms:issued":"2016","dc:creator":"Podbrežnik, Igor","dc:format":[{"@xml:lang":"sl","#text":"številka:1"},{"@xml:lang":"sl","#text":"letnik:60"},{"@xml:lang":"sl","#text":"str. 17-44"}],"dc:identifier":["ISSN:0023-2424","COBISSID:285347072","URN:URN:NBN:SI:doc-1Q3P1DJZ"],"dc:language":"sl","dc:publisher":{"@xml:lang":"sl","#text":"Zveza bibliotekarskih društev Slovenije"},"dc:subject":[{"@xml:lang":"sl","#text":"kakovost knjižničnih storitev"},{"@xml:lang":"en","#text":"public libraries"},{"@xml:lang":"en","#text":"quality of library services"},{"@xml:lang":"sl","#text":"SERVQUAL"},{"@xml:lang":"sl","#text":"splošne knjižnice"},{"@xml:lang":"en","#text":"user loyalty"},{"@xml:lang":"en","#text":"user satisfaction"},{"@xml:lang":"sl","#text":"zadovoljstvo uporabnikov"},{"@xml:lang":"sl","#text":"zvestoba uporabnikov"},{"@rdf:resource":"http://www.wikidata.org/entity/Q44605"}],"dcterms:temporal":{"@rdf:resource":"1957-2025"},"dc:title":{"@xml:lang":"sl","#text":"Ugotavljanje zadovoljstva uporabnikov s kakovostjo storitev v slovenski splošni knjižnici| Assessing users satisfaction with service quality in Slovenian public library|"},"dc:description":[{"@xml:lang":"sl","#text":"Purpose: A research was made into user satisfaction with regard to the quality of library services in one of the Slovenian public libraries. The aim was to establish the type of service quality level actually expected by the users, and to determine their satisfaction with the current quality level of available library services. Methodology: The research was performed by means of the SERVQUAL measuring tool which was used to determine the size and direction of the gap between the detected and the expected quality of library services among public library users. Results: Different groups of users provide different assessments of specific quality factors, and a library cannot satisfy the expectations of each and every user if most quality factors display discrepancies between the estimated perception and expectations. The users expect more reliable services and more qualified library staff members who would understand and allocate time for each user%s individual needs. The largest discrepancies from the expectations are detected among users in the under-35 age group and among the more experienced and skilled library users. The results of factor analysis confirm the fact that a higher number of quality factors can be explained by three common factors affecting the satisfaction of library users. A strong connection between user satisfaction and their assessment of the integral quality of services and loyalty has been established. Research restrictions: The research results should not be generalised and applied to all Slovenian public libraries since they differ in many important aspects. In addition, a non-random sampling method was used. Research originality/Applicability: The conducted research illustrates the use of a measuring tool that was developed with the aim of determining the satisfaction of users with the quality of library services in Slovenian public libraries"},{"@xml:lang":"sl","#text":"Namen: Opravljena je bila raziskava o zadovoljstvu uporabnikov s kakovostjo knjižničnih storitev v eni od slovenskih splošnih knjižnic. Osrednje vprašanje je bilo, kakšno kakovostno raven storitev uporabniki pričakujejo in kako so zadovoljni s ponujeno ravnijo kakovosti knjižničnih storitev. Metodologija: Raziskava je bila izvedena z merilnim orodjem SERVQUAL, s katerim sta se med uporabniki splošne knjižnice merili velikost in usmerjenost vrzeli med zaznano in pričakovano kakovostjo knjižničnih storitev. Rezultati: Različne skupine uporabnikov različno ocenjujejo posamezne dejavnike kakovosti. Knjižnica ne dosega pričakovanj vseh svojih uporabnikov, če se pri večini dejavnikov kakovosti kažejo razlike med ocenami pričakovanj in zaznavanj. Uporabniki pričakujejo večjo zanesljivost izvedbe storitve, boljšo usposobljenost knjižničnega osebja, ki naj bi še posebej razumelo njihove individualno izražene potrebe in imelo čas zanje. Največja odstopanja od pričakovanj se ugotavljajo med uporabniki, ki so mlajši od 35 let, in bolj izkušenimi uporabniki knjižnic. Rezultati faktorske analize potrjujejo, da večje število dejavnikov kakovosti dovolj dobro pojasnjujejo trije skupni faktorji, ki vplivajo na zadovoljstvo uporabnikov knjižnice. Ugotovljena je tudi močna povezanost zadovoljstva uporabnikov z njihovo oceno celovite kakovosti storitev in zvestobe. Omejitve raziskave: Rezultati raziskave se ne morejo posplošiti na vse slovenske splošne knjižnice, saj med njimi obstajajo pomembne organizacijske, kadrovske in finančne razlike, upoštevati pa je treba tudi, da je bilo vzorčenje neslučajnostno. Izvirnost/uporabnost raziskave: Raziskava je potrdila uporabnost merilnega orodja, ki je bilo razvito za ugotavljanje zadovoljstva uporabnikov s kakovostjo knjižničnih storitev v slovenskih splošnih knjižnicah"}],"edm:type":"TEXT","dc:type":[{"@xml:lang":"sl","#text":"znanstveno časopisje"},{"@xml:lang":"en","#text":"journals"},{"@rdf:resource":"http://www.wikidata.org/entity/Q361785"}]},"ore:Aggregation":{"@rdf:about":"http://www.dlib.si/?URN=URN:NBN:SI:doc-1Q3P1DJZ","edm:aggregatedCHO":{"@rdf:resource":"URN:NBN:SI:doc-1Q3P1DJZ"},"edm:isShownBy":{"@rdf:resource":"http://www.dlib.si/stream/URN:NBN:SI:doc-1Q3P1DJZ/b09eb748-28e2-48ea-b3d8-e5c11730054f/PDF"},"edm:rights":{"@rdf:resource":"http://rightsstatements.org/vocab/InC/1.0/"},"edm:provider":"Slovenian National E-content Aggregator","edm:intermediateProvider":{"@xml:lang":"en","#text":"National and University Library of Slovenia"},"edm:dataProvider":{"@xml:lang":"sl","#text":"Zveza bibliotekarskih društev Slovenije"},"edm:object":{"@rdf:resource":"http://www.dlib.si/streamdb/URN:NBN:SI:doc-1Q3P1DJZ/maxi/edm"},"edm:isShownAt":{"@rdf:resource":"http://www.dlib.si/details/URN:NBN:SI:doc-1Q3P1DJZ"}}}}