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1. Introduction
One of the probably most complicated phenomena connected with measuring library quality is the issue of customer satisfaction. It is counted among subjective or soft measures as indicators of quality ([5] Hayes, 1997). They are soft because they are based on perceptions and attitudes, rather than on objective, hard, criteria. This is partly the reason why there are so many problems with measurement and interpretation of customer satisfaction today.
So far, there are many papers that report the findings of library satisfaction surveys across the world (see, for instance, [3] D'Elia and Walsh, 1983; [12] Perkins and Yuan, 2001; [6] Hiller, 2001; [8] Martensen and Grønholdt, 2003; [9] Morales et al. , 2011; [1] Cook et al. , 2003; [16] Saunders, 2008), but we were not able to find that many papers that deal with this topic in Croatia. It is true that libraries in Croatia are now well aware of the importance of performance measurement of their activities. There have been several conferences and meetings on this topic[1] , there is a research project Evaluation of library services: academic and public libraries funded by Croatian Ministry of Science, Education and Sports[2] and finally, research into library satisfaction, although not as frequent as in some of the other countries whose libraries have a well-developed culture of assessment, is slowly taking off[3] . Croatian authors from both public and academic library environments, have started investigating this topic and reporting on it since the end of the last century and so far there are several papers that investigate library satisfaction ([11] Pavlinic and Horvat, 1998; [13] Petr, 2000; [15] Sapro-Ficovic, 2000; [2] Cvetnic Kopljar, 2002; [4] Dukic et al. , 2009; [10] Novak, 2010). However, these investigations have been sporadic with no systematic approach in measuring customer satisfaction until to now, but the situation, especially regarding academic libraries, has recorded change for the better. Croatia signed the Bologna declaration in 2001 and this has marked the beginning of profound changes and the reform in the area of Croatian higher education. Among other things, the Bologna process in Croatia has placed the quality of higher education in the limelight of the interest of academic community, especially the funding agencies. According to the new Law on Quality...