ISTRAŽIVANJE ZADOVOLJSTVA I STAVOVA KORISNIKA NACIONALNE I SVEUČILIŠNE KNJIŽNICE U ZAGREBU PROVEDENO NAKON MJERA ZA COVID-19.

Goal. The goal of the research was to determine how do users evaluate services and work practices in the National and University Library in Zagreb (NUL) after the measures for COVID-19. Considering the conceptual and methodological controversies in previous research on user satisfaction, the results were interpreted using market segmentation technique as an analytical framework, and could be used to improve the managing process of providing services to users. Approach/methodology/design. In this research, the respondents were segmented according to the criteria for a particular group of users of NUL and according to the data that the respondents provided during registration (students, researchers, citizens, etc.). Methodology used in this paper is survey research based on a questionnaire. The research was conducted from April 27 to May 7, 2022. In addition to the quantitative analysis, which is based on the analytical framework of market segmentation, answers from the open part of the questionnaire were processed using the method of content analysis. At the same time, the set analytical matrix is defined by the following criteria: a) area/topic of comments, b) group of respondents, c) value assessment. The results. Highlighted results were that 80% of respondents gave highest marks to the library staff, i.e. rated them as excellent (49.4%) or very good (30.6%). More than half of the respondents (59.9%) strongly felt the negative impact of epidemiological measures during the COVID-19 pandemic on the quality of their use of NUL materials and services. One fifth of respondents (19%) failed to adapt to work under such measures and suff ered as a result, and expressed their dissatisfaction. Practical use. The results of the research can help the National and University Library in Zagreb in the processes of systematic quality management and serve as guidelines for the correction of existing practices. In addition, and with consideration to the controversies related to the meaningful operationalization of user satisfaction testing, the applied research design can serve as a model for future research on this concept. Originality/value. The research results indicated the applicability of the market segmentation technique as an analytical framework in user satisfaction research and confirmed the importance of examining the qualitative dimension of user satisfaction through an in-depth analysis of content. In this way it is possible to gain insight into attitudes and satisfaction by service groups and user groups, which makes it easier to see the good sides of library work as well as possibilities for improvement. [ABSTRACT FROM AUTHOR]