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 | Quality Assessment of Libraries
Author :Dash, N.K.;Padhi, P.
Source: DESIDOC Journal of Library and Information Technology :30(6) ; 2010 ; pp.12-23
Abstract : The concept of quality is not a new phenomenon for library and information science professionals as it is entrenched in library philosophy and practice. Service quality is viewed as a comparison of what the customer expected prior to the use of services and the perceived level of services received. Quality of service and user satisfaction are two significant facets of effective service management. Although the concept of quality is not new, measuring service quality as a management technique has gained importance over the last few decades in service industries and libraries are no exception. The perception of library quality differs in the stakeholder groups and users who evaluate library quality according to their experience with the services they use. The present study discussess quality assessment process in library and information systems in modern age. A number of approaches have been made to quantify the library service quality.
Keywords : Service quality;SERVQUAL;LIBQUAL+;ISO 11620;ISO 2789;performance indicator;benchmarking;balanced scorecard;RODSKI
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