Public Library Customer Service and Its Effects on Patron Retention

Date of Award

5-9-2026

Degree Name

Ed.D. in Leadership for Organizations

Department

Department of Educational Administration

Advisor/Chair

James Olive

Abstract

This Dissertation in Practice (DiP) examines the relationship between customer service practices and patron retention within a large, urban public library system. Public libraries serve as essential community institutions, providing access to information, educational programming, and social resources. While libraries continue to expand services and digital access points, challenges related to inconsistent service experiences and declining long-term engagement persist. This study responds to a documented problem of practice: the misalignment between customer service delivery and sustained patron retention outcomes. Using a mixed-methods design, this study integrates quantitative survey data with qualitative, phenomenological interviews to explore patrons' lived experiences and perceptions of customer service. Survey data provided descriptive insights into patron demographics, library usage patterns, and baseline satisfaction levels, while semi-structured interviews offered deeper context regarding how service interactions influence feelings of trust, belonging, and continued library use. The qualitative component was guided by a phenomenological approach to capture the essence of patrons’ experiences, allowing participants to articulate how frontline staff interactions shape their perceptions of the library as a welcoming and supportive environment. Findings revealed four interconnected themes influencing patron retention: the importance of personalized and supportive staff engagement, the need for consistency and accessibility across services, the role of libraries as spaces for lifelong learning, and the function of libraries as trusted community anchors. Participants consistently emphasized that respectful communication, empathy, and reliability in service delivery were as influential as program offerings or physical resources. Survey results, while limited in completion rates, reinforced qualitative findings by highlighting areas of neutral satisfaction that signal opportunities for service improvement rather than disengagement. In response to these findings, the study proposes participatory action research informed action plan designed to strengthen relational service practices and integrate patron feedback into ongoing professional development. The action plan emphasizes staff reflection, shared ownership, and data-informed decision-making as mechanisms for sustainable organizational change. Grounded in ethical frameworks of care, justice, and critique, the proposed intervention seeks to enhance staff capacity, promote equity in service delivery, and institutionalize continuous improvement practices. This DiP contributes to practice by offering an actionable framework that positions customer service as a strategic lever for patron retention rather than a transactional function. While situated within a public library context, the findings and action plan have broader implications for service-oriented organizations seeking to foster trust, engagement, and long- term relationships with the communities they serve. By centering patron voice and frontline staff experience, this study advances a model of organizational change rooted in empathy, accountability, and community responsiveness.

Keywords

Information Science, Library Science

Comments

OCLC No. 1591829009

Rights Statement

Copyright 2026, author.

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