Assessing Service Quality: Satisfying the Expectations of Library Customers

by American Library Association, Ellen Altman

Assessing Service Quality puts customers at the center of the evaluation process. It provides cutting-edge measurement strategies and data collection methods to measure service quality in academic and public libraries.
The authors examine service quality standards and explain how services can be quantitatively and qualitatively assessed. Librarians can select the service factors and customer expectations they want to assess. Practical assessment tools provide the keys to measure service quality and identify strengths and weaknesses to narrow the gap between business-as-usual service delivery and customer expectations.

Genres: Nonfiction

243 pages, Paperback

First published October 1, 1998

Reviews

[Norman · Rating 5 out of 5]

A very comprehensive overview of the the issue of assessment, quality, data and feedback. Very clearly written and I applaud the fact there's not too much statistical depth here. The examples of actual usage of various templates is very helpful.

[Walt · Rating 3 out of 5]

This is a good book for planning policies and outcomes. They discuss input and output measures; but this is far more useful for output studies.

[Angela · Rating 4 out of 5]

Helpful for both non-profit and for-profit evaluation of customer needs and whether they are being met.