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By Burcak Senturk, Department of Information and Records Management, Marmara University, Istanbul, Turkey Senturk, B. (2012).Result 1: The primary element for the users is "the quality of the copy of the material that they have requested". Result 2: The secondary element for the users is "to access all the material they are looking for easily" Result 3: Another element for the users is timing as it is important to have research permission and access to the materials in a short time and flexible working hours.As service organizations, the customers of archival institutions can be defined as those who make use of the archival institutions for the purnosn of research, In this context, the term customer or er also of importance for archival institutions and thus, different strategies, methods and rechniques should be developed and ueed in archival institutions to achieve and maintain user satisfaction n. This paper aims to put strategies for archival institutions in order to provide user

Methodology - In this research paper, the concept of user satisfaction in archival organizations is

iscussed as follows: 60 users of the Ottoman Archives were interviewed in order to determine the

satisfaction norms of the archives users.Finally, by using the satisfaction criteria, the "Satisfaction norms of archives users" were developed. Findings- The concept of user satisfaction in archival organizations is emphasized in this study; in addition "Satisfaction norms of archives users", which are essential for the satisfaction of the users, have been determined.In this context, it is important for archives institutions as service organizations to determine their users' satisfaction norms and to direct their processes according to these criteria and norms.Keywords: Archival institution, User satisfaction, Archives users, Satisfaction norms of archives users,

Archives, Customer satisfaction, Organizations

Paper Type: Research paper

1.At this point, providing and improving service quality is important for archival institutions as service companies and user satisfaction is a strategic element to improve service quality in archival institutions.With the answers

that were provided in this survey, it was possible to determine the satisfaction criteria for the users of the Ottoman Archives.This study aims to state the important points that are strategically important for providing and improving user satisfaction in archival institutions.The concept of user satisfaction in archival institutions

As indicated in the introduction, customer satisfaction is strategically important for the archives as well.Archives are non-current records of an organization, institution, or individual, which are selected for preservation because of their continuing value.The aim of the survey was to determine the satisfaction criteria of the users.Library management.2.4.

By Burcak Senturk, Department of Information and Records Management, Marmara University, Istanbul, Turkey Senturk, B. (2012). The concept of user satisfaction in archival institutions. Library management.

Abstract

The customer is one of the most important elements which lie at the center of service organizations.

Moreover, the customer is of strategic importance in directing the service process and determining a final decision on this matter. Therefore, numerous studies have been carried out about the customer, in particular focusing on customer satisfaction. Archival institutions provide information and records

Arch

services. As service organizations, the customers of archival institutions can be defined as those who make use of the archival institutions for the purnosn of research, In this context, the term customer or er also of importance for archival institutions and thus, different strategies, methods and rechniques should be developed and ueed in archival institutions to achieve and maintain user satisfaction n. This paper aims to put strategies for archival institutions in order to provide user

Methodology - In this research paper, the concept of user satisfaction in archival organizations is

iscussed as follows: 60 users of the Ottoman Archives were interviewed in order to determine the

satisfaction norms of the archives users. A special survey was created for this process. With the answers

that were provided in this survey, it was possible to determine the satisfaction criteria for the users of the Ottoman Archives. Finally, by using the satisfaction criteria, the "Satisfaction norms of archives users" were developed. Findings- The concept of user satisfaction in archival organizations is emphasized in this study; in addition "Satisfaction norms of archives users", which are essential for the satisfaction of the users, have been determined.

Keywords: Archival institution, User satisfaction, Archives users, Satisfaction norms of archives users,

Archives, Customer satisfaction, Organizations

Paper Type: Research paper

1. Introduction

The first and the most important mission of archival organizations are to protect the archival material that they maintain. But, in addition to this principle mission, there is also the mission of providing information and records services. At this point, providing and improving service quality is important for archival institutions as service companies and user satisfaction is a strategic element to improve service quality in archival institutions.

This study aims to state the important points that are strategically important for providing and improving user satisfaction in archival institutions.

2. Customer satisfaction

Today customer is one of the most important input elements in customer focused management processes. Customer is not someone who purchases service or product. A customer is somebody who receives customer service from a service deliverer. Generally it is easier to see a customer as a person but sometimes an organisation can be a customer. In most cases a customer or his or her organisation is paying directly or indirectly for the service that is being received (Institute of Customer Service, 2007).
Pederson (1987) states that the most common definition of archives as:

In archival terminology the word archives can have more than one meaning. Archives are non-current records of an organization, institution, or individual, which are selected for preservation because of their continuing value. Its second meaning is the repository or building where archival material is stored. Its third meaning is an agency responsible for the selection, preservation, documentation and making available of archival materials. The processes about archival material are accessioning, physical transfer, arrangement, description and storage. The process of bringing the archival material into use is preparing the finding aids, access and reference services, and preservation and security.

4. The concept of user satisfaction in archival institutions

As indicated in the introduction, customer satisfaction is strategically important for the archives as well. Customer satisfaction, can be provided, by being aware of the exact satisfaction elements from the customers' perspective. Service organisations use different processes and/or techniques in order to find out the satisfaction elements of their customers. In this context, it is important for archives institutions as service organizations to determine their users' satisfaction norms and to direct their processes according to these criteria and norms. A special survey was prepared for the Ottoman Archives users during the study. The aim of the survey was to determine the satisfaction criteria of the users. The general satisfaction criteria of the archives users were revealed with the answers of the survey. Also, in this study, while the concept of user satisfaction is being analyzed, the process of archival service has been divided into the main elements.

These results reveal the level of satisfaction of the archives users.

Result 1: The primary element for the users is "the quality of the copy of the material that they have requested".

Result 2: The secondary element for the users is "to access all the material they are looking for easily" Result 3: Another element for the users is timing as it is important to have research permission and access to the materials in a short time and flexible working hours.

Result 4: "Fees" should be reasonable for those users who are studying an expansive subject.

Result 5: "The Quality of the Research Environment" must be comfortable like availability of

computers, photocopy machines, microfilm machines, tables and chairs and physical environment like