Report Meeting. Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom. Assessment.
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July 28, 2003
“The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996
Theory of Service Quality:SERVQUAL
Relationships: Perceptions, Service Quality and Satisfaction
….only customers judge quality;
all other judgments are essentially
Zeithaml, Parasuraman, Berry. (1999).
Delivering quality service. NY: The Free Press.
Each has 5 local questions added to the survey
7 Types of Institutions
Academic Health Sciences
College or University
Colleges and Universities22198,206
Academic Health Sciences227,388
Public and State Institutions5741
Academic Law Institutions1466