{"id":"https://openalex.org/W2000298379","doi":"https://doi.org/10.1108/01435121211203329","title":"The concept of user satisfaction in archival institutions","display_name":"The concept of user satisfaction in archival institutions","publication_year":2011,"publication_date":"2011-12-30","ids":{"openalex":"https://openalex.org/W2000298379","doi":"https://doi.org/10.1108/01435121211203329","mag":"2000298379"},"language":"en","primary_location":{"id":"doi:10.1108/01435121211203329","doi":"https://doi.org/10.1108/01435121211203329","is_oa":false,"landing_page_url":"https://doi.org/10.1108/01435121211203329","pdf_url":null,"source":{"id":"https://openalex.org/S195830457","display_name":"Library Management","issn_l":"0143-5124","issn":["0143-5124","1758-7921"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Library Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5082885126","display_name":"Bur\u00e7ak \u015eent\u00fcrk","orcid":"https://orcid.org/0000-0001-5780-8324","observed_orcids":["https://orcid.org/0000-0001-5780-8324"]},"institutions":[{"id":"https://openalex.org/I74897591","display_name":"Marmara University","ror":"https://ror.org/02kswqa67","country_code":"TR","type":"education","lineage":["https://openalex.org/I74897591"]}],"countries":["TR"],"is_corresponding":true,"raw_author_name":"Burcak Senturk","raw_affiliation_strings":["Department of Information and Records Management, Marmara University, Istanbul, Turkey"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information and Records Management, Marmara University, Istanbul, Turkey","institution_ids":["https://openalex.org/I74897591"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5082885126"],"corresponding_institution_ids":["https://openalex.org/I74897591"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.32357516,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"33","issue":"1/2","first_page":"66","last_page":"72"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11657","display_name":"Digital and Traditional Archives Management","score":0.9731000065803528,"subfield":{"id":"https://openalex.org/subfields/1206","display_name":"Conservation"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11657","display_name":"Digital and Traditional Archives Management","score":0.9731000065803528,"subfield":{"id":"https://openalex.org/subfields/1206","display_name":"Conservation"},"field":{"id":"https://openalex.org/fields/12","display_name":"Arts and Humanities"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.015599999576807022,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13166","display_name":"Information Science and Libraries","score":0.0024999999441206455,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/user-satisfaction","display_name":"user satisfaction","score":0.9990000128746033},{"id":"https://openalex.org/keywords/archives","display_name":"archives","score":0.9829999804496765},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6449999809265137},{"id":"https://openalex.org/keywords/archival-users","display_name":"archival users","score":0.5170000195503235},{"id":"https://openalex.org/keywords/ottoman-archives","display_name":"Ottoman archives","score":0.718999981880188},{"id":"https://openalex.org/keywords/archival-services","display_name":"archival services","score":0.5960000157356262},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5519999861717224},{"id":"https://openalex.org/keywords/user-needs","display_name":"user needs","score":0.30399999022483826}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7575383186340332},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5418795347213745},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5413075089454651},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5264992117881775},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.522142231464386},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.47843387722969055},{"id":"https://openalex.org/C520346617","wikidata":"https://www.wikidata.org/wiki/Q380313","display_name":"Archival science","level":2,"score":0.4766405522823334},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.47209352254867554},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4679735004901886},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4630658030509949},{"id":"https://openalex.org/C3017893058","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"User satisfaction","level":2,"score":0.45445916056632996},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.45047032833099365},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.44681504368782043},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4351620674133301},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.42975467443466187},{"id":"https://openalex.org/C63880386","wikidata":"https://www.wikidata.org/wiki/Q5157592","display_name":"Computer user satisfaction","level":4,"score":0.42089664936065674},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.38645362854003906},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3719881772994995},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.37052273750305176},{"id":"https://openalex.org/C89505385","wikidata":"https://www.wikidata.org/wiki/Q47146","display_name":"User interface","level":2,"score":0.15443697571754456},{"id":"https://openalex.org/C67712803","wikidata":"https://www.wikidata.org/wiki/Q7901853","display_name":"User modeling","level":3,"score":0.0905832052230835},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C161191863","wikidata":"https://www.wikidata.org/wiki/Q199655","display_name":"Library science","level":1,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C107457646","wikidata":"https://www.wikidata.org/wiki/Q207434","display_name":"Human\u2013computer interaction","level":1,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.1108/01435121211203329","doi":"https://doi.org/10.1108/01435121211203329","is_oa":false,"landing_page_url":"https://doi.org/10.1108/01435121211203329","pdf_url":null,"source":{"id":"https://openalex.org/S195830457","display_name":"Library Management","issn_l":"0143-5124","issn":["0143-5124","1758-7921"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-2","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Library Management","raw_type":"journal-article"},{"id":"pmh:oai:openaccess.marmara.edu.tr:11424/112745","doi":null,"is_oa":false,"landing_page_url":"https://www.scopus.com/inward/record.url?eid=2-s2.0-84856190031&partnerID=40&md5=e24f8c6ce7ff7dff7ec18aef1249f660","pdf_url":null,"source":{"id":"https://openalex.org/S4306401380","display_name":"Dspace Repository (Marmara \u00dcniversitesi)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I74897591","host_organization_name":"Marmara University","host_organization_lineage":["https://openalex.org/I74897591"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"article"},{"id":"pmh:oai:openaccess.marmara.edu.tr:11424/247086","doi":null,"is_oa":false,"landing_page_url":"https://hdl.handle.net/11424/247086","pdf_url":null,"source":{"id":"https://openalex.org/S4306401380","display_name":"Dspace Repository (Marmara \u00dcniversitesi)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I74897591","host_organization_name":"Marmara University","host_organization_lineage":["https://openalex.org/I74897591"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":4,"referenced_works":["https://openalex.org/W659379058","https://openalex.org/W1422531548","https://openalex.org/W2035132281","https://openalex.org/W2275388683"],"related_works":["https://openalex.org/W4379177339","https://openalex.org/W7220407764","https://openalex.org/W7216820633","https://openalex.org/W1821183706","https://openalex.org/W3177531405","https://openalex.org/W3160948755","https://openalex.org/W3014673673","https://openalex.org/W2407739133","https://openalex.org/W1586343234","https://openalex.org/W4390418264"],"abstract_inverted_index":{"Purpose:":[0],"The":[1,220,253],"customer":[2,20,52,91],"is":[3,21,94,150,228],"one":[4],"of":[5,15,22,66,77,84,96,144,156,169,201,214,222,237,246],"the":[6,13,19,27,46,64,78,82,89,142,157,166,170,182,195,199,202,208,211,244,247],"most":[7],"important":[8],"elements":[9],"which":[10,240],"lie":[11],"at":[12],"center":[14],"service":[16,28,62],"organizations.":[17],"Moreover,":[18],"strategic":[23],"importance":[24,97],"in":[25,48,113,131,147,162,187,225,230,233,268],"directing":[26],"process":[29],"and":[30,58,101,106,111,118,267],"determining":[31],"a":[32],"final":[33],"decision":[34],"on":[35,51],"this":[36,87,139,179,188,231,269],"matter.":[37],"Therefore,":[38],"numerous":[39],"studies":[40],"have":[41,249],"been":[42,250],"carried":[43],"out":[44],"about":[45],"customer,":[47],"particular":[49],"focusing":[50],"satisfaction.":[53,121,136],"Archival":[54],"institutions":[55,68,80,115,130,258,275],"provide":[56,134],"information":[57],"records":[59],"services.":[60],"As":[61],"organizations,":[63],"customers":[65],"archival":[67,79,99,114,129,148,226,257,274],"can":[69],"be":[70,109],"defined":[71],"as":[72,152],"those":[73],"who":[74],"make":[75],"use":[76],"for":[81,98,128,178,198,243,273],"purpose":[83],"research.":[85],"In":[86,138],"context,":[88],"term":[90],"or":[92],"user":[93,120,135,145,223,265],"also":[95],"institutions,":[100],"thus,":[102],"different":[103,261],"strategies,":[104],"methods":[105],"techniques":[107],"should":[108,259],"developed":[110],"used":[112],"to":[116,125,133,164,193,263],"achieve":[117],"maintain":[119],"This":[122],"paper":[123,254],"aims":[124],"put":[126],"strategies":[127],"order":[132,163],"Design/methodology/approach:":[137],"research":[140],"paper,":[141],"concept":[143,221],"satisfaction":[146,167,196,209,224,245,266],"organizations":[149,227],"discussed":[151],"follows:":[153],"60":[154],"users":[155,200],"Ottoman":[158,203],"Archives":[159],"were":[160,185,217],"interviewed":[161],"determine":[165,194],"norms":[168,213,236,272],"archives":[171,215,238],"users.":[172],"A":[173],"special":[174],"survey":[175],"was":[176,191],"created":[177],"process.":[180],"With":[181],"answers":[183],"that":[184,256],"provided":[186],"survey,":[189],"it":[190],"possible":[192],"criteria":[197],"Archives.":[204],"Finally,":[205],"by":[206],"using":[207],"criteria,":[210],"\"Satisfaction":[212,235],"users\"":[216],"developed.":[218],"Findings:":[219],"emphasized":[229],"study;":[232],"addition":[234],"users\",":[239],"are":[241,276],"essential":[242],"users,":[248],"determined.":[251],"Originality/value:":[252],"recommends":[255],"consider":[260],"variables":[262],"gain":[264],"study,":[270],"specific":[271],"produced.":[277],"\u00a9":[278],"Emerald":[279],"Group":[280],"Publishing":[281],"Limited.":[282]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2015,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2016-06-24T00:00:00"}