Delivering Satisfaction and Service Quality: A Customer-based Approach for Libraries
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.
What people are saying - Write a review
Academic Library achieve American Library Assn analysis Assessing Service Quality brary central tendency chapter collections College computer workstations conduct contingency table Cross Tabulation customer expectations Customer Satisfaction Questionnaire customer service customer's data entry deliver Descriptive Statistical dimensions dissatisfaction distribution e-mail electronic Ellen Altman employee evaluation example faculty feedback figure focus frequency gap analysis graph important indicate information literacy institution Internet Journal of Academic Librarians library computer Library Customer library services library's mission mean measure meet mission statement offer organization outcomes overall satisfaction score package percentage performance personal computer Peter Hernon pledge Public Library quality and customer quality and satisfaction question Research Libraries responses sample satisfaction survey satisfied service delivery service failures service plan service providers specific standard deviation Suffolk University ten-point scale tion tomer University users variable World Wide Web Wright State University