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Twum, Kojo Kakra; Adams, Matilda; Budu, Stephen; Budu, Rosina Akuokor Anati – Journal of Marketing for Higher Education, 2022
This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed…
Descriptors: Academic Libraries, User Satisfaction (Information), Users (Information), Library Services
Detlor, Brian; Ball, Kathryn – College & Research Libraries, 2015
This paper examines the merit of conducting a qualitative analysis of LibQUAL+® survey comments as a means of leveraging quantitative LibQUAL+ results, and using importance-satisfaction matrices to present and assess qualitative findings. Comments collected from the authors' institution's LibQUAL+ survey were analyzed using a codebook based on…
Descriptors: Surveys, Academic Libraries, Qualitative Research, Users (Information)
Murphy, Sarah Anne; Cerqua, Judith – portal: Libraries and the Academy, 2012
A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…
Descriptors: Educational Needs, Academic Libraries, Telecommunications, Program Implementation
Maxey, Susan W. – ProQuest LLC, 2014
This capstone examined the differences in support services provided for undergraduate versus graduate students. From the research, a centralized advising system was designed and implemented for graduate students at a public state supported university in Kentucky to help students be more satisfied with their graduate school experience and increase…
Descriptors: Graduate Students, Student Personnel Services, Academic Advising, Program Implementation
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
Gonzalez, Adriana – Journal of Access Services, 2012
The library landscape is changing at a fast pace, with an increase in the demand for study space including quiet, individualized study space; open group study space; and as enclosed group study space. In large academic libraries, managing limited high-demand resources is crucial and is partially being driven by the greater emphasis on group…
Descriptors: Academic Libraries, Library Facilities, Study Facilities, Educational Facilities Design
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
Meyer, Katrina A.; Jones, Stephanie J. – Journal of Asynchronous Learning Networks, 2012
The graduate students admitted to the online and blended programs in higher education at Texas Tech University and the University of Memphis were surveyed about their respective university websites, or the institution's "virtual face." A total of 42 students rated 30 web-based services as "must have," "nice to have," "delighted to have (but not…
Descriptors: Graduate Students, Web Sites, Student Attitudes, Blended Learning
Fialkoff, Francine; Hadro, Josh – Library Journal, 2010
Bill Schickling has spent a good chunk of his professional life at what is now Polaris Library Systems, shaping both the older Galaxy system and the newer Polaris integrated library system (ILS). When he joined the company as a programmer in 1987, it was still part of Gaylord, known mostly for its furniture and supplies division. Schickling was…
Descriptors: Information Systems, Public Libraries, Library Networks, User Satisfaction (Information)
Peer reviewed
Sirkin, Arlene Farber – Journal of Library Administration, 1993
Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…
Descriptors: Administrative Principles, Library Administration, Library Services, Organizational Theories
Peer reviewed
D'Elia, George; Rodger, Eleanor Jo – Public Libraries, 1996
Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…
Descriptors: Access to Information, Data Analysis, Decision Making, Influences
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
Bolt, Nancy – American Libraries, 2000
Describes the role of librarians at National Public Radio, emphasizing the immediacy and accuracy needed at this special library. Discusses journalism, reference materials, clipping files, customer satisfaction, preservation concerns, and funding. (LRW)
Descriptors: Journalism, Librarians, Library Funding, Library Materials
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
Rux, Paul – Book Report, 1993
Discussion of the application of TQM (Total Quality Management) to libraries addresses planning based on customer needs and use of the scientific method to evaluate customer satisfaction. A TQM experiment at Marquette Middle School (Wisconsin) is examined, and ways that TQM was used to meet the needs of homeless students are described. (MES)
Descriptors: Administrative Principles, Educational Administration, Homeless People, Junior High Schools