Assessing Service Quality: Satisfying the Expectations of Library Customers

Book Details

• Publisher: Ess Ess Publication
• ISBN: 9788170005766
• Year of Publication: 2009
• Language: English
• Binding: HardBound
• Pages: 263

About the Book

Assessing Service Quality: Satisfying the Expectation of Library Customer focuses on one of the most important objectives of modern public and academic libraries — providing quality service to users. The book explains the challenges involved in measuring service quality, especially when compared with traditional quantitative measures such as circulation statistics and Internet usage. It highlights the need for effective tools and standards to assess library services and customer satisfaction.

This authoritative and practical guide places customers at the center of the evaluation process and introduces advanced strategies and data collection methods for measuring service quality in libraries. The authors discuss both quantitative and qualitative approaches to assessing library services and explain how librarians can identify customer expectations and evaluate service performance effectively.

The book provides practical tools and techniques to help libraries identify strengths and weaknesses, improve service delivery, and reduce the gap between customer expectations and routine library operations. Important topics covered include implementing complaint tracking systems, conducting customer surveys and focus groups, and planning for continuous service quality improvement.

Numerous tracking forms, measurement tools, examples from academic and public libraries, and a useful bibliography are included to help librarians adapt assessment methods according to their institutional requirements. This publication serves as a valuable resource for librarians, information professionals, researchers, and library management students interested in service quality assessment and customer satisfaction in libraries.