An exploration of client satisfaction in a nonprofit context
Barbara C. Garland, Robert A. Westbrook
Journal of the Academy of Marketing Science · 1989 · Volume 17 · Issue 4
Abstract
This study empirically tested the compositional structure of client satisfaction judgments relative to a nonprofit service, a university research library, by using confirmatory factor analysis. The role of the library staff as service providers, the social environment created by other library patrons, the library services themselves, and the physical environment were all found to be significant dimensions of client satisfaction with a university library. The results also provide support for the ubiquity of client satisfaction judgments in a not-forprofit services context characterized by a nonmonetary exchange between service provider and clients.
Keywords
Service Policy, Consumer Satisfaction, Public Library, Client Satisfaction, Global Satisfaction
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