Quality and the Academic Library
Quality and the Academic Library

Author: Jeremy Atkinson

Publisher: Chandos Publishing

Published: 2016-02-24

Total Pages: 337

ISBN-13: 0081001347

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Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future. Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries

Assessing Service Quality
Assessing Service Quality

Author: Peter Hernon

Publisher: American Library Association

Published: 2015-05-12

Total Pages: 507

ISBN-13: 0838913105

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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.

Quality Services in Academic Libraries
Quality Services in Academic Libraries

Author: Felicia Etim

Publisher: AuthorHouse

Published: 2016-06-25

Total Pages: 358

ISBN-13: 1524604712

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There is great consistency throughout these articles, research projects, management schemes, and standards, in and out of librarianship. Does the repetition suggest that the lessons have not yet been learned? Rather, it may be that there is no new silver bullet or shortcut for academic libraries. Experience reveals that one may have the formal process without getting good results and vice versa; the determining factor is whether the library staff, managers, and stakeholders define certain fundamental assumptions about the nature of the enterprise. All the above have in common the following underlying components: The careful definition of goals or of some kind of criteria against which success can be assessed A focus on meeting the needs of the users, as defined by the library and the institution Leadership: a commitment from the top, conscious efforts at ensuring communication, the provision of training and resources for the process of evaluation, the active support of a process to promote shared values The involvement of all levels of staff in goal setting, evaluation, and the improvement of processes and services Integrating a process of evaluation that is continuous and adaptive, whether that process is based on the framework of TQM, strategic planning, or another model

Service Quality in Academic Libraries
Service Quality in Academic Libraries

Author: Peter Hernon

Publisher: Praeger

Published: 1996

Total Pages: 0

ISBN-13: 1567502091

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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.

Surviving the Future
Surviving the Future

Author: Gail Munde

Publisher: Elsevier

Published: 2009-02-28

Total Pages: 219

ISBN-13: 1780630034

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Every academic library strives to make improvements - in its services, its effectiveness, and its contributions to overall university success. Every librarian wants to improve library quality, but few are knowledgeable or enthusiastic about the means and mechanisms of quality improvement. This book assists librarians to make sense of data collection, assessment, and comparative evaluation as stepping stones to transformative quality improvement. Creating value lies in a library’s ability to understand, communicate and measure what matters to users, and what can be measured can be managed to successful outcomes. Complex and fragmented subject matter is synthesized into clear and logical presentation Focuses on current research and best practices International in scope

The Quality Infrastructure
The Quality Infrastructure

Author: Sarah Anne Murphy

Publisher: American Library Association

Published: 2013-11-04

Total Pages: 259

ISBN-13: 0838994954

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Summarizing specific tools for measuring service quality alongside tips for using these tools most effectively, this book helps libraries of all kinds take a programmatic approach to measuring, analyzing, and improving library services.

Delivering Satisfaction and Service Quality
Delivering Satisfaction and Service Quality

Author: Peter Hernon

Publisher: American Library Association

Published: 2001

Total Pages: 204

ISBN-13: 9780838907894

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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.

Assessing Service Quality
Assessing Service Quality

Author: Peter Hernon

Publisher: American Library Association

Published: 2015-05-12

Total Pages: 552

ISBN-13: 0838913083

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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.

Quality Service Performance Model in Academic Libraries
Quality Service Performance Model in Academic Libraries

Author: Junaida

Publisher:

Published: 2010

Total Pages: 0

ISBN-13:

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This study in particular scrutinizes the quality service in academic library. The reason for choosing academic libraries at Research universities is because these universities by virtue provide service par excellence. thus, their implementation of quality service could be a guideline or standards to others. the objectives of this study are i) to measure the quality service performance in academic libraries, ii) to generate standards for measuring quality service performance in academic libraries, iii) to scrutinize the relationship amongst the determinants in measuring the quality service performance in academic libraries. this study will employ the basic SERVQUAL model by Parasuraman (1988), with a modification from Seay et. al (1996). Six deteminants of Realibitiy, Responsiveness, Assurance, Access, Communication and Physical. Zeithmal (1991), Armstrong (1991), Babakus & Boller (1992), Boulding et.al (1993), Thapisa & Gamini (1999) and Snoj Petermanec (2001), also used Parasuraman (1988) as the main reference to measure quality service. The Stratified Random Sampling will be used to choose the sample of this study. with an estimation of 150,000 users of academic libraries at all four Research University, at least 385 respondents are needed to ensure a well representative of the population (Sekaran, 2003). A set of questionnaire will be developed to collect the primary data. the findings of this study may give a useful insight to the academic libraries and other related bodies on the extent of the quality service provided to the users. It is also useful to develop an appropriate model of quality service in academic libraries.

Access Services in Libraries
Access Services in Libraries

Author: Gregg Sapp

Publisher: Routledge

Published: 2019-12-05

Total Pages: 187

ISBN-13: 1000755045

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This book, first published in 1992, establishes a theoretical base for access services while also suggesting connections between theory and practice. It provides fresh thinking that re-examines previous writings in this area, presents new experimental designs and results, creates contemporary organizational solutions, and adopts innovative techniques for increasing users’ access to library materials within constrained budgets. Access services librarians, circulation department librarians, and library managers, especially those who are considering a reorganization that will include access services, will benefit from the philosophical and theoretical articles as well as practical advice on the design, delivery, and evaluation of responsive library services. Chapters in this invaluable book fill the gap in the literature about access services including theoretical descriptions of access services, current developing trends in access services, the historical development of the access services concept, practical studies related to common access services issues, and projections of future challenges.