Measuring Service Quality in Academic Libraries PDF Download

Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838913105
Category : Language Arts & Disciplines
Languages : en
Pages : 507

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Book Description
This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Author: Naomi Dalitso Kachoka
Publisher: LAP Lambert Academic Publishing
ISBN: 9783659131240
Category : Academic libraries
Languages : en
Pages : 196

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Book Description
Various measurement models have been used to assess quality in library services. In order to assess the attitude of users, libraries have used user satisfaction and service quality surveys which use the Gap measurement model. The LibQUAL+ instrument which was derived from the Gap theory of service quality and the SERVQUAL instrument are now being widely used. Inadequate funding which leads to inadequate resources in most developing countries contributes to the poor performance of services as observed in Malawi. The book explores how Chancellor College Library which is the largest academic library in Malawi, failed to meet the minimum expectations of service quality of its users in all the three dimensions of service quality: effect of service, library as place and information control."

Author: Jeremy Atkinson
Publisher: Chandos Publishing
ISBN: 0081001347
Category : Language Arts & Disciplines
Languages : en
Pages : 337

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Book Description
Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future. Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries

Author: Peter Hernon
Publisher: Praeger
ISBN:
Category : Education
Languages : en
Pages : 296

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Book Description
Evaluation, which is a critical component of the planning process, assesses the effectiveness and efficiency of library programs and services in the context of stated goals and objectives. This book views evaluation as a type of research study in which evaluators collect either research or management data. Chapters discuss steps of the evaluation process and provide practical examples of the application of these steps to specific library problems. The overall objectives of the volume are to introduce readers to the relationship between planning and evaluation; to discuss the components of an evaluation study in clear prose so that readers can easily understand the different steps; to foster an attitude that recognizes the importance of evaluation for the development of library programs and services; to offer examples of each component of the evaluation process; to identify writings on evaluation in libraries and information centers; and to encourage organizational change and underscore the importance of evaluation to library decision making.

Author: Peter Hernon
Publisher: American Library Association
ISBN: 0838910211
Category : Business & Economics
Languages : en
Pages : 226

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Book Description
This classic book is brought fully up to date as Hernon and Altman integrate the use of technology into the customer experience. They offer solid, practical ideas for developing a customer service plan that meets the library's customer-focused mission, vision, and goals, challenging librarians to think about customer service in new ways.

Author: Peter Hernon
Publisher: American Library Association
ISBN: 9780838907894
Category : Business & Economics
Languages : en
Pages : 204

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Book Description
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Author: Eleanor Terese Loiacono
Publisher:
ISBN:
Category : Business enterprises
Languages : en
Pages : 0

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Book Description

Author: Jo Bell Whitlatch
Publisher: American Library Association
ISBN: 9780838907870
Category : Language Arts & Disciplines
Languages : en
Pages : 236

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Book Description
With this handy new guidebook, reference luminary Jo Bell Whitlatch outlines practical methods for evaluating and delivering excellent reference service to the technology-savvy library user of today.

Author: Roswitha Poll
Publisher: München [Germany] : K.G. Saur
ISBN:
Category : Education
Languages : en
Pages : 180

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Book Description
The International Federation of Library Associations and Institutions (IFLA) is the leading international body representing the interests of library and information services and their users. It is the global voice of the information profession. The series IFLA Publications deals with many of the means through which libraries, information centres, and information professionals worldwide can formulate their goals, exert their influence as a group, protect their interests, and find solutions to global problems.

Author: Roswitha Poll
Publisher: Walter de Gruyter
ISBN: 3598440286
Category : Language Arts & Disciplines
Languages : en
Pages : 272

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Book Description
The first edition of this handbook appeared in 1996 and dealt with academic libraries. It gained wide acceptance and was translated into five other languages. After ten years the new edition widens the perspective to public libraries and adds indicators for electronic services and cost-effectiveness. The handbook has been considerably enlarged, from 17 to 40 indicators. It gives practical help by showing examples of possible results for each indicator. The handbook is intended as practical instrument for the evaluation of library services. Although it aims specifically at academic and public libraries, most indicators will also apply to all other types of libraries.