Measuring Service Quality In Academic Libraries

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Measuring Service Quality In Academic Libraries

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Author : Naomi Dalitso Kachoka
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2012-05

Measuring Service Quality In Academic Libraries written by Naomi Dalitso Kachoka and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05 with Academic libraries categories.

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."

Service Quality In Academic Libraries

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Author : Peter Hernon
language : en
Publisher: Praeger
Release Date : 1996

Service Quality In Academic Libraries written by Peter Hernon and has been published by Praeger this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Measuring Service Quality In Academic Libraries Using Servqual Scale

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Author : Durgesh Singh
language : en
Publisher:
Release Date : 2015

Measuring Service Quality In Academic Libraries Using Servqual Scale written by Durgesh Singh and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Academic libraries categories.

Study conducted in Banaras Hindu University, Uttar Pradesh, India.

Assessing Service Quality

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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2015-05-12

Assessing Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-12 with Language Arts & Disciplines categories.

Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. 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. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Measuring Quality

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Author : Roswitha Poll
language : en
Publisher: München [Germany] : K.G. Saur
Release Date : 1996

Measuring Quality written by Roswitha Poll and has been published by München [Germany] : K.G. Saur this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Education categories.

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.

Measuring Service Quality In An Academic Library From The Perspective Of Local And International Students

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Author : Gulibahaer Mai Mai Ti
language : en
Publisher:
Release Date : 2011

Measuring Service Quality In An Academic Library From The Perspective Of Local And International Students written by Gulibahaer Mai Mai Ti and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with categories.

Measuring Service Quality In An Academic Library From The Perspective Of Local And International Students

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Author : Abdulmalek Yahya Ali Nusair
language : en
Publisher:
Release Date : 2010

Measuring Service Quality In An Academic Library From The Perspective Of Local And International Students written by Abdulmalek Yahya Ali Nusair and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010 with Academic libraries categories.

User Expectations And Perceptions Of Library Service Quality Of An Academic Library In Thailand

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Author : Surithong Srisa-ard
language : en
Publisher:
Release Date : 1997

User Expectations And Perceptions Of Library Service Quality Of An Academic Library In Thailand written by Surithong Srisa-ard and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Academic libraries categories.

Encyclopedia Of Library And Information Science

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Author : Allen Kent
language : en
Publisher:
Release Date : 1968

Encyclopedia Of Library And Information Science written by Allen Kent and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1968 with Information science categories.

Vol. 73: index to v. 48-72.

Libqual

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Author : Duane Webster
language : en
Publisher:
Release Date : 2002

Libqual written by Duane Webster and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Academic libraries categories.