A theory-guided approach to library services assessment

Abstract

This article examines the theoretical models applied to date in library assessment activities. A brief review of the history of library assessment practices and the evolution of their respective approaches is presented. A discussion of the theoretical concepts applied to these assessment activities in library and information science (LIS) as introduced from other fields, such as marketing and management information systems (MIS), follows. The conceptual issues and practical concerns in library assessment are then discussed. Focus is placed on the review of research concepts of service quality, customer/user satisfaction, and their applications in library assessment activities.