M. Jarczykowa (red.), "Biblioteki i ośrodki informacji - zbiory, pracownicy, użytkownicy" (S. 45-52). Katowice : Wydawnictwo Uniwersytetu Śląskiego
The library in its activities bases on numerous connections with users as well as other people and institutions functioning in its surrounding. The aim of the article is to show the role of users’ satisfaction in building a relation with the library, the effect of which is readers’ loyalty and a positive image of the institution. The article discusses models of satisfaction and shows the need of understanding the relation between the library user’s level of satisfaction and his/her loyalty. The second part presents basic measurement tools to be used when examining the relations in the library.