This study empirically tested the compositional structure
of client satisfaction judgments relative to a nonprofit service,
a university research library, by using confirmatory factor
analysis. The role of the library staff as service providers, the
social environment created by other library patrons, the
library services themselves, and the physical environment
were all found to be significant dimensions of client satisfac
tion with a university library. The results also provide support
for the ubiquity of client satisfaction judgments in a not-for-
profit services context characterized by a nonmonetary ex
change between service provider and clients.
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