The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries using the Kano model

The intent of this qualitative research is to investigate andunderstand the requisites of customer satisfaction for academic libraries’ usersand to give managerial hints for the implementation of user centred academiclibrary services. To this aim, we analyse the library services of two ItalianUniversities (the Faculty of Economics of University of Palermo and theCentral Library of the University of Salerno) to find relations and congruenciesand to evaluate the perceived relevance of the tangible and intangible aspectsof these services. In the preliminary phase of the research, we conducted bothfocus groups and individual interviews involving students or researchers whoregularly use the library services. This study supplies a significant analysisof qualitative data that can be functional for researchers and for universitymanagers to plan strategic and operative activities in order to improveacademic library services.