Factors Influencing Reader Satisfaction and Quality of Service in Modern Libraries

The article examines the factors influencing the overall satisfaction of readers and the quality of service in order to identify the strengths and weaknesses of the library and information activities of Azerbaijan. The research was carried out on the basis of the "SERVQUAL" model. The Customer Satisfaction Index (CSI) was calculated, evaluated on a 7-point Laykert scale for 5 dimensions and a “threshold” index was determined. Based on the analysis of the results obtained, the ergonomic environment, the provision of new information, the professionalism of the staff and openness to managerial innovations were identified as the main factors influencing the satisfaction of readers and the quality of service.