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Battley, Belinda; Wright, Alicia – Journal of Archival Organization, 2012
Regular evaluation of archival reference services is essential to ensure that users have appropriate access to the information they need. Archives New Zealand has been measuring customer satisfaction for many years using self-completion questionnaires but recently trialed two new methods of evaluation, using external research companies. One…
Descriptors: Library Services, Foreign Countries, Reference Services, Library Research
Garibay, Cecilia; Gutierrez, Humberto; Figueroa, Arturo – Journal of Academic Librarianship, 2010
This paper proposes utilizing a combination of the Quality Function Deployment (QFD)-Kano model as a useful tool to evaluate service quality. The digital library of the University of Guadalajara (Mexico) is presented as a case study. Data to feed the QFD-Kano model was gathered by an online questionnaire that was made available to users on the…
Descriptors: Electronic Libraries, Academic Libraries, Foreign Countries, Case Studies
Young, Cheryl E. – ProQuest LLC, 2010
Contractor performance evaluation enables agents to make informed purchasing decisions, provide feedback to contractors/vendors, and help improve service quality and customer satisfaction. However, both public and private organizations sometimes fail to do so, as is the case at a division of a government organization located in a northeastern U.S.…
Descriptors: Feedback (Response), Purchasing, Social Change, Socioeconomic Background
Finch, Jannette L. – Journal of Web Librarianship, 2010
Measuring quality of service in academic libraries traditionally includes quantifiable data such as collection size, staff counts, circulation numbers, reference service statistics, qualitative analyses of customer satisfaction, shelving accuracy, and building comfort. In the libraries of the third millennium, virtual worlds, Web content and…
Descriptors: Electronic Libraries, Academic Libraries, Data Analysis, Reference Services
Jovanovic, Vukica – ProQuest LLC, 2010
The present mixed-methods study examined the opinions of industry practitioners related to the implementation of environmental compliance requirements into design and manufacturing processes of mechatronic and electromechanical products. It focused on the environmental standards for mechatronic and electromechanical products and how Product…
Descriptors: Grounded Theory, Industry, Environmental Standards, Regression (Statistics)
Baudino, Frank, Ed.; Hart, Kathy, Ed.; Johnson, Carolyn, Ed. – Online Submission, 2017
Eighteen scholarly papers and fifteen abstracts comprise the content of the seventeenth annual Brick and Click Libraries Conference, held annually at Northwest Missouri State University in Maryville, Missouri. The proceedings, authored by academic librarians and presented at the symposium, portray the contemporary and future face of librarianship.…
Descriptors: Conference Papers, Electronic Publishing, Archives, Educational Technology
Wu, Hung-Yi; Lin, Hsin-Yu – Computers & Education, 2012
The digital content industry is flourishing as a result of the rapid development of technology and the widespread use of computer networks. As has been reported, the market size of the global e-learning (i.e., distance education and telelearning) will reach USD 49.6 billion in 2014. However, to retain and/or increase the market share associated…
Descriptors: Electronic Learning, Instructional Design, Distance Education, Educational Technology
McManimon, Debra J. – ProQuest LLC, 2012
To enhance their competitive advantage in the marketplace, many business leaders develop market orientation strategies designed to increase customer engagement. These market orientation strategies include improvement in service delivery, relationship management, customer satisfaction, and quality control methods. There is a lack of understanding…
Descriptors: Case Studies, Quality Control, Educational Quality, Learner Engagement
Peer reviewed
Mulder, Martin – Journal of European Industrial Training, 2001
A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)
Descriptors: Evaluation Methods, Instructional Effectiveness, Models, Trainees
Peer reviewed
Hernon, Peter; Nitecki, Danuta A.; Altman, Ellen – Journal of Academic Librarianship, 1999
Reviews the literature of library and information science to examine issues related to service quality and customer satisfaction in academic libraries. Discusses assessment, the application of a business model to higher education, a multiple constituency approach, decision areas regarding service quality, resistance to service quality, and future…
Descriptors: Academic Libraries, Business, Decision Making, Evaluation Methods
Swanson, Dewey A.; Phillips, Julie A. – 1998
At the Purdue University School of Technology (PST) at Columbus, Indiana, the Total Quality Management (TQM) philosophy was used in the computer laboratories to better meet student needs. A customer satisfaction survey was conducted to gather data on lab facilities, lab assistants, and hardware/software; other sections of the survey included…
Descriptors: Computer Centers, Computer Uses in Education, Evaluation Methods, Higher Education
Kaufman, Roger; And Others – Performance and Instruction, 1996
Discusses evaluation for human performance improvement and organizational success. An expanded framework that builds on the traditional four-level training evaluation framework is suggested that includes strategic and tactical planning, performance improvement, organizational development, customer satisfaction, total quality, societal…
Descriptors: Evaluation Methods, Improvement Programs, Organizational Development, Performance Technology
Peer reviewed
Brown, Paul L. – Performance Improvement, 2000
Illustrates five criteria that can be used to identify the "best" managers in any organization: business results, employee attitudes, peer confirmation, upper-level manager appraisal, and customer satisfaction. Examines what top-performing managers say and do, and concludes that their thinking processes and their specific sets of skills…
Descriptors: Administration, Administrator Characteristics, Evaluation Criteria, Evaluation Methods
Krishnamurthy, Janaki – ProQuest LLC, 2010
Given the increasing competition in the software industry and the critical consequences of software errors, it has become important for companies to achieve high levels of software quality. While cost reduction and timeliness of projects continue to be important measures, software companies are placing increasing attention on identifying the user…
Descriptors: Program Evaluation, Opinions, Privacy, Prediction
Hawkins, Evelyn K.; And Others – 1996
The Evaluation of Worker Profiling and Reemployment Services (WPRS) systems was designed to provide the U.S. Department of Labor information on how states are designing, implementing, and operating their worker profiling and reemployment services systems for dislocated workers and to compare the effectiveness of different state approaches to…
Descriptors: Adults, Dislocated Workers, Employment Programs, Evaluation Methods